Title : Customer Service Representative - Legislative Branch - Washington DC, DC
link : Customer Service Representative - Legislative Branch - Washington DC, DC
Customer Service Representative - Legislative Branch - Washington DC, DC
Summary
About the Agency
Copyright is a form of legal protection provided by the laws of the United States (Title 17, U. S. Code) to authors of literary, dramatic, musical, artistic, and other works. The United States Copyright Office, located within the Library of Congress and under the direction of the Register of Copyrights, administers the Copyright Law, advises Congress and government agencies on legal and policy matters; provides international representation on copyright issues; administers the national copyright registration system; provides collections materials to the Library through voluntary registration and mandatory deposit programs; records documents relating to copyright chain of title; administers statutory license provisions of the law, including collecting and distributing royalties; maintains the world’s largest database of copyright public records; and provides information and reference services to the public.
The Office of Public Records and Repositories (PRR) is responsible for preserving, maintaining, and servicing copyright-related records in physical and digital formats.
The position, Copyright Clerk, reporting to a Section Supervisor, intakes copyright service requests, fulfills service requests, and works within certain special projects. While performing daily activities, the incumbent is responsible for ensuring proper handling and security of all Library and Copyright Office materials.
This position is located in the Records Research and Certification Section, Office of Public Records and Repositories, United States Copyright Office.
The position description number for this position is 362930.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a flextime work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
Copyright is a form of legal protection provided by the laws of the United States (Title 17, U. S. Code) to authors of literary, dramatic, musical, artistic, and other works. The United States Copyright Office, located within the Library of Congress and under the direction of the Register of Copyrights, administers the Copyright Law, advises Congress and government agencies on legal and policy matters; provides international representation on copyright issues; administers the national copyright registration system; provides collections materials to the Library through voluntary registration and mandatory deposit programs; records documents relating to copyright chain of title; administers statutory license provisions of the law, including collecting and distributing royalties; maintains the world’s largest database of copyright public records; and provides information and reference services to the public.
The Office of Public Records and Repositories (PRR) is responsible for preserving, maintaining, and servicing copyright-related records in physical and digital formats.
The position, Copyright Clerk, reporting to a Section Supervisor, intakes copyright service requests, fulfills service requests, and works within certain special projects. While performing daily activities, the incumbent is responsible for ensuring proper handling and security of all Library and Copyright Office materials.
This position is located in the Records Research and Certification Section, Office of Public Records and Repositories, United States Copyright Office.
The position description number for this position is 362930.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a flextime work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
Duties
Applies detailed knowledge of current program requirements, projected needs, and an awareness and understanding of ongoing programs in other units. Independently applies comprehensive knowledge of data sources and pertinence of the subject matter to identify, select, and abstract materials from existing files, reports, and studies for use by others.
Utilizing an understanding and ability to apply knowledge of the records management schedule, copyright law, regulations, policies and procedures, provides information to external and internal customers on services provided by the office. Explains the records management schedule, copyright law, regulations, policies and procedures to patrons and staff. Based upon established policy and procedures, receives requests for services from various sources, and reviews them to determine the best response method for each. Responds to requests received, or routes them as appropriate. Provides information to internal and external customers regarding services provided, policies and procedures for services, and/or status of service requested. Requests material from off-site storage facilities when required. Coordinates the return of requested material to off-site storage facilities. Provides reproduction services to support the documentation standard for the request. Processes payments and refunds, providing receipts, financial summary reports, and notation in service request records of payments received and/or refunds issued. Following established policy and procedures, safeguards customer financial information. Creates automated records of service requests and updates electronic records to document service request status and codes for service and/or payment. Maintains files. Provides guidance to lower graded employees, and provides training in processes and procedures.
Identifies and assesses unusual conditions, problems, or questions. Troubleshoots a wide range of areas and/or items that may be resistant to traditional approaches. Participates in developing detailed procedures and guidelines to supplement established regulations or program guidance.
Responds to inquiries concerning copying and inspecting Copyright Office records and deposits. Validates service requests for fulfillment of service, differentiating between various types of requests, requesting additional information or payment for services requests that are incomplete. Insures payment is received. Communicates with internal and external customers on request status including services available, fees, and turnaround times. Calculates reproduction cost estimates. Researches files to support service requests, and reviews files and records for completeness and accuracy. Determines what items are considered public records and therefore available for public access and reproduction. Creates certification packages with certificate and other supporting materials. Duplicates material in varying formats for certification and in the fulfillment of service requests, and coordinates when necessary with other internal offices. Coordinates the duplication of outsourced material. Certifies records and Copyright Office records for the public, government agencies, the courts, and others. Returns consulted material to its proper location when no longer needed. Refers patrons to the appropriate Library custodial division where requested deposits reside. Schedules inspections of deposits and other records, informing patrons of Copyright Office policies regarding inspections (such as notetaking and copying). Monitors inspection session and reviews notes. Has a working knowledge of the Copyright Office deposit retention schedule. Reviews third-party requests for deposit materials and forwards requests involving litigation to the Copyright Office of General Counsel. Reviews and closes out completed requests. Searches and locates hard copy materials in cases where registration images do not exist or are unavailable . May scan hard copy applications into the system. Ensures that items are properly marked. Certifies Copyright Office records for the public, government agencies, the courts, and others. Refers unresolved or unusual cases to team lead or supervisor. Drafts original letters or selects appropriate guide letters to reply to a request for information. When necessary, refers customers to other departments of the Library of Congress, the Patent and Trademark Office, or other agencies. Creates records in the electronic system. As directed, adjusts estimates and routes payment to customer service representative.
Independently conducts research, evaluating and validating data for use in complex reports and studies authored by others. Locates, selects, and summarizes data from multiple sources; and presents findings in a single compilation.
Participates in focus groups on services provided by the office. Participates in test groups evaluating changes in electronic systems.
Utilizing an understanding and ability to apply knowledge of the records management schedule, copyright law, regulations, policies and procedures, provides information to external and internal customers on services provided by the office. Explains the records management schedule, copyright law, regulations, policies and procedures to patrons and staff. Based upon established policy and procedures, receives requests for services from various sources, and reviews them to determine the best response method for each. Responds to requests received, or routes them as appropriate. Provides information to internal and external customers regarding services provided, policies and procedures for services, and/or status of service requested. Requests material from off-site storage facilities when required. Coordinates the return of requested material to off-site storage facilities. Provides reproduction services to support the documentation standard for the request. Processes payments and refunds, providing receipts, financial summary reports, and notation in service request records of payments received and/or refunds issued. Following established policy and procedures, safeguards customer financial information. Creates automated records of service requests and updates electronic records to document service request status and codes for service and/or payment. Maintains files. Provides guidance to lower graded employees, and provides training in processes and procedures.
Identifies and assesses unusual conditions, problems, or questions. Troubleshoots a wide range of areas and/or items that may be resistant to traditional approaches. Participates in developing detailed procedures and guidelines to supplement established regulations or program guidance.
Responds to inquiries concerning copying and inspecting Copyright Office records and deposits. Validates service requests for fulfillment of service, differentiating between various types of requests, requesting additional information or payment for services requests that are incomplete. Insures payment is received. Communicates with internal and external customers on request status including services available, fees, and turnaround times. Calculates reproduction cost estimates. Researches files to support service requests, and reviews files and records for completeness and accuracy. Determines what items are considered public records and therefore available for public access and reproduction. Creates certification packages with certificate and other supporting materials. Duplicates material in varying formats for certification and in the fulfillment of service requests, and coordinates when necessary with other internal offices. Coordinates the duplication of outsourced material. Certifies records and Copyright Office records for the public, government agencies, the courts, and others. Returns consulted material to its proper location when no longer needed. Refers patrons to the appropriate Library custodial division where requested deposits reside. Schedules inspections of deposits and other records, informing patrons of Copyright Office policies regarding inspections (such as notetaking and copying). Monitors inspection session and reviews notes. Has a working knowledge of the Copyright Office deposit retention schedule. Reviews third-party requests for deposit materials and forwards requests involving litigation to the Copyright Office of General Counsel. Reviews and closes out completed requests. Searches and locates hard copy materials in cases where registration images do not exist or are unavailable . May scan hard copy applications into the system. Ensures that items are properly marked. Certifies Copyright Office records for the public, government agencies, the courts, and others. Refers unresolved or unusual cases to team lead or supervisor. Drafts original letters or selects appropriate guide letters to reply to a request for information. When necessary, refers customers to other departments of the Library of Congress, the Patent and Trademark Office, or other agencies. Creates records in the electronic system. As directed, adjusts estimates and routes payment to customer service representative.
Independently conducts research, evaluating and validating data for use in complex reports and studies authored by others. Locates, selects, and summarizes data from multiple sources; and presents findings in a single compilation.
Participates in focus groups on services provided by the office. Participates in test groups evaluating changes in electronic systems.
Travel Required
- Not Required
Relocation Authorized
- No
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