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Now Hiring at AMERICAN SYSTEMS
Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.
Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.
Responsibilities
An average day: As Contact Center Agent I, you will be the primary point of contact for external Patent and Trademark customers who are filing or attempting to access information regarding a patent or trademark. The primary responsibilities include providing exceptional service through communications channels including phone and email, technical troubleshooting, delivering accurate information, addressing concerns, and resolving customer inquiries. In this position you will:
- Provide customer service, operational and technical support to external Patent and Trademark customers
- Provide guidance on patent and trademark application processes and procedures.
- Respond to phone calls and emails pertaining to filing issues, aid customers with accessing and filing patent application information, complete technical troubleshooting, provide responses to the customer, and provide follow-up information as appropriate.
- Monitor mailboxes for issues and respond to internal and external emails.
- Manage and file customer information.
- Participate in virtual new hire and refresher training sessions as needed.
Qualifications
- As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
- Must be able to pass federal background investigation and obtain a Public Trust
- Minimum of 1 year of experience in a customer service role.
- Experience with contact center software and/or Customer Relationship Management (CRM) systems.
- Basic IT skills, including experience in Microsoft Office Suite (Word, Excel, PowerPoint, Adobe).
- Understanding of customer service principles and practices.
- Demonstrated ability to provide high-quality customer service and improve customer satisfaction.
- Keen attention to detail and time management skills.
- Ability to work well independently.
- Understanding of the basic processes and terminology related to patents and trademarks.
- Ability to assess situations, identify problems, and offer solutions quickly and effectively.
- Ability to manage multiple tasks simultaneously, such as handling calls while updating records in the system.
- Maintain a positive and professional demeanor, even in challenging situations.
- Ability to touch type a minimum of 40 words per minute.
- Must have reliable home internet connection.
- Software testing experience a plus.
- This position operates in a shift environment, Monday through Friday 9:00am to 8:00pm Eastern time. Assigned shift will be 9am-6pm, 10am-7pm, or 11am-8pm with one hour lunch. Shifts will be determined at the time of start and will be based on customer needs. Must be able to be flexible with scheduling.
- Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.
