IAC Specialist

IAC Specialist

Koniag Professional Services, LLC, a Koniag Government Services company, has an opportunity for professionals knowledgeable and proficient in a broad spectrum of patent-related information attained at the United States Patent and Trademark Office (USPTO) to become part of the Inventors Assistance Center (IAC) team. These Specialists answer customer inquiries and provide patent assistance and information to the public. These are direct, part-time positions with our company, initially working at the customer site in Alexandria, VA, with telecommuting options following completion of IAC training.

Summary : Specialists provide telephonic contact center support to the general public who seek information regarding patent applications, patent examination policy, patent fees, patent forms, patent processes, petition information, post issuance information, rule interpretations and other topics related to the protection of intellectual property, both domestic and international.

Essential Duties and Job Functions :

• Answer customer calls and voicemails presented to the Inventors Assistance Center (IAC)
• Availability to work various shift lengths which occur between the hours of 9 : 00 AM and 6 : 00 PM, ET, Monday through Friday, except on federal holidays
• Ability to work from an alternate work site (e.g., home or office) commensurate with general USPTO policies and OCIO Rules of the Road regarding equipment and security prerequisites
• Maintain availability to answer calls within 2-minutes of call arrival in queue, 90% of the time
• Maintain currency with USPTO rules, policies and procedures by reading USPTO emails, public notices and / or internal issued bulletins
• Provide one-stop service to callers that maintains a minimum 84% customer satisfaction rating for team performance
• Document all customer interactions (incoming and outgoing) via the USPTO CRM (Salesforce)
• Transfer callers to other departments or parts of the Office as infrequently as possible
• Guide callers to the USPTO website and / or IAC landing page so they can achieve self-sufficiency with obtaining necessary forms, application @types, fee schedules and other requested information
• When a caller has limited computer access, forms and certain documents in PDF format can be emailed to the customer if requested
• Direct callers to public patent registered legal assistance services
• Suggest regional assistance via Patent & Trademark Resource Centers (PTRC) in each state

Accountable For :

Required :

Preferred :

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military / veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers enterprise solutions, professional services and operational management to federal government agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of defense and civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer / Veterans / Disabled. Shareholder Preference in accordance with Public Law 88-352