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
AMERICAN SYSTEMS is one of the largest employee-owned companies in the US. It was founded in 1975, and is headquartered in Chantilly, Virginia, USA, with a workforce of 1001-5000 employees. Its website is http://www.americansystems.com/.