Job Details

divh2Now Hiring At American Systems/h2pAmerican Systems is now hiring for a Customer Service Representative I (CSR I) position. Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success./ppResponsibilities: An average day will involve answering general questions from callers using the available knowledge base, USPTO website, or other reference material and recommending resources available on the USPTO website. You will assist with MyUSPTO account issues (including password resets) and other website systems related support calls. You may also mail applicable standard printed materials to the caller or refer the caller to a local Patent Trademark Resource Center (PTRC) for additional assistance./ppIn this position you will:/pulliAnswer incoming calls and retrieve voicemails, ensuring that calls are answered on the same day./liliTransfer customers to appropriate secondary call centers as needed./liliRespond to all incoming facsimiles./liliReview and respond to incoming e-mails regarding patents, trademarks, publications, data quality, and products and services that have been sent to the general mailbox. Use knowledge base of pre-approved responses to answer inquiries or requests consistently and accurately./liliSend appropriate general information publications./liliUse the Customer Contact Management System to track and enter detailed information of all inquiries/requests received including steps taken to resolve any problems encountered./li/ulpQualifications:/pulliAs 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), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions./liliMust be able to pass federal background investigation and obtain a Public Trust./liliDemonstrate at least one (1) year of customer service experience, including: phone and/or email contact center experience, data entry, contact center problem logging, Automatic Call Distribution (ACD) telephone systems and face-to-face customer service experience./liliAbility to provide courteous and professional interactions with customers./liliExperience using a knowledge base./liliEffective listening and oral communication skills./liliMust be able to speak, read and write in fluent English./liliMust be proficient with using software or web-based databases on a laptop or PC as well as various e-mail platforms/liliA fixed shift schedule will be assigned at the time of hire based on operational needs. All shifts fall within our operating hours of Monday through Friday, 8:30 AM to 8:00 PM EST./li/ulpPay Transparency Statement: American Systems is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $17.75/Hr. - USD $31.25/Hr. Actual compensation will be determined based on several factors permitted by law. American Systems provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance./ppEEO Statement: EEO Race/Sex/Disability Status/Veteran Status/p/div