[Remote] Contact Center Agent I

Note: The job is a remote job and is open to candidates in USA. AMERICAN SYSTEMS is a dynamic organization dedicated to innovation and customer success. As a Contact Center Agent I, you will be the primary point of contact for external Patent and Trademark customers, providing exceptional service and support through various communication channels.

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
• Software testing experience a plus

Benefits

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

Company Overview