[Remote] Customer Service Representative I

Note: The job is a remote job and is open to candidates in USA. AMERICAN SYSTEMS is a company dedicated to innovation and customer success. The Customer Service Representative I will assist callers with general inquiries, MyUSPTO account issues, and provide support related to patents and trademarks.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• Healthcare benefits
• Paid leave
• Retirement plans
• Insurance programs
• Education and training assistance

Company Overview