TM Information Specialist

Summary This position serves as a Trademark Information Specialist within the Trademark Assistance Center, providing customer support and analytical services related to trademark processes and systems. The incumbent responds to inquiries, analyzes customer data, identifies trends and systemic issues, and provides technical guidance on trademark procedures to support operational improvements and effective customer service. Duties The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. This is the ideal position for your next career step as a TM Information Specialist if: You enjoy providing stellar customer service and customer experience supporting a call center environment. You are interested in furthering your expertise and knowledge serving as an analyst for public customer support regarding procedural processes. You look forward to strengthening your ability to compile, sort and extract customer relationship data by use of computer-telephony integration technologies. You look forward to demonstrating your skills in identifying and resolving problems utilizing evaluative methods to recommend solutions and/or operational improvements to management. Requirements Conditions of employment Applications will only be accepted from United States Citizens and Nationals. Your resume and question responses must demonstrate the job-related competencies. You must meet the definition of specialized experience. Required to pass a background investigation and fingerprint check. Must be registered for Selective Service, if applicable (www.sss.gov). If selected, you may be required to complete a one year probationary period. You must meet all qualification requirements upon the closing date of this announcement. Suitable for Federal Employment Qualifications You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Administrative and Management Positions. Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. GS-09 For this position, the next lower grade level is a GS-07. Specialized experience for this position includes: Experience assisting in the identification of procedural issues. Experience assisting in the resolution of customer problems, correspondence, etc. using Microsoft Office Word and Excel. Experience providing customer service in a call center infrastructure advising and assisting the general public with general or routine questions. GS-11 For this position, the next lower grade level is a GS-09. Specialized experience for this position includes: Experience implementing contact center standards practices, including automated, telephony, customer information captures tools, and/or customer relationship management systems. Experience providing administrative and technical guidance to external customers utilizing state of the art call center computer-telephony systems. Experience applying analytical and evaluative methods and techniques to identify, research, and resolve difficult issues and problems. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Education may be substituted at the GS-09 grade level as follows: A master's or equivalent graduate degree; OR 2 full years of progressively higher-level graduate education leading to a graduate degree in a related field of study (i.e., business administration). Education may be substituted at the GS-11 grade level as follows: A Ph.D. or equivalent doctoral degree (i.e., business administration; OR 3 years of progressively higher-level graduate education leading to such a degree; OR an LL.M., if related; OR Equivalent combination of qualifying graduate education. If this position requires proof of higher education, or you are substituting education for experience, you must submit an unofficial transcript or a list of courses that includes the following information: name of accredited institution, grades earned, completion dates, and quarter and semester hours earned. Education completed in foreign colleges or universities may be used to meet the requirements. Please refer to General Schedule Qualification Policies for more information. You are not required to submit official documents at this time; copies are sufficient. Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website - US Department of Education. Another listing of services that can perform this evaluation is available at the National Association of Credential Evaluation Services (NACES) website. You must provide a copy of the letter containing the results of the equivalency evaluation with a course-by-course listing along with your application. Failure to provide such documentation when requested will result in lost consideration. NOTE: Only education and experience acquired before the filing deadline will be considered. Report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Additional information If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Bargaining Unit position and represented by The National Treasury Employees Union, Chapter 243 (NTEU 243). This is a Public Trust position and has a risk level designation of "moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the 'Required Documents' section of this announcement. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information). Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.