[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.ResponsibilitiesProvide customer service, operational and technical support to external Patent and Trademark customersProvide guidance on patent and trademark application processes and proceduresRespond 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 appropriateMonitor mailboxes for issues and respond to internal and external emailsManage and file customer informationParticipate in virtual new hire and refresher training sessions as neededSkillsMust 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 yearsMust be able to pass federal background investigation and obtain a Public TrustMinimum of 1 year of experience in a customer service roleExperience with contact center software and/or Customer Relationship Management (CRM) systemsBasic IT skills, including experience in Microsoft Office Suite (Word, Excel, PowerPoint, Adobe)Understanding of customer service principles and practicesDemonstrated ability to provide high-quality customer service and improve customer satisfactionKeen attention to detail and time management skillsAbility to work well independentlyUnderstanding of the basic processes and terminology related to patents and trademarksAbility to assess situations, identify problems, and offer solutions quickly and effectivelyAbility to manage multiple tasks simultaneously, such as handling calls while updating records in the systemMaintain a positive and professional demeanor, even in challenging situationsAbility to touch type a minimum of 40 words per minuteMust have reliable home internet connectionSoftware testing experience a plusBenefitsHealthcare benefitsPaid leaveRetirement plansInsurance programsEducation and training assistanceCompany OverviewAMERICAN 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/.



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