[Remote] Contact Center Agent 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, now hiring for the role of Contact Center Agent I. In this position, you will serve as the primary point of contact for external Patent and Trademark customers, providing exceptional service through various communication channels and assisting with application processes and technical troubleshooting.

Responsibilities

• 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

Skills

• 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
• 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
• 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
• Software testing experience a plus

Benefits

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

Company Overview