Customer Service Representative I

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.

An average day:
As a Customer Service Representative I (CSR I), you will answer general questions from callers using the available knowledge base, USPTO website, or other reference material and recommend 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. In this position you will:

Answer incoming calls and retrieve voicemails, ensuring that calls are answered on the same day.
• Transfer customers to appropriate secondary call centers as needed.
• Respond to all incoming facsimiles.
• Review 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.
• Send appropriate general information publications.
• Use the Customer Contact Management System to track and enter detailed information of all inquiries/requests received including steps taken to resolve any problems encountered.

• 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
• Demonstrate 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.
• Ability to provide courteous and professional interactions with customers.
• Experience using a knowledge base.
• Effective listening and oral communication skills,
• Must be able to speak, read and write in fluent English.
• Must be proficient with using software or web-based databases on a laptop or PC as well as various e-mail platforms
• A 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.
• 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.