[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.ResponsibilitiesAnswer incoming calls and retrieve voicemails, ensuring that calls are answered on the same dayTransfer customers to appropriate secondary call centers as neededRespond to all incoming facsimilesReview and respond to incoming e-mails regarding patents, trademarks, publications, data quality, and products and services that have been sent to the general mailboxUse knowledge base of pre-approved responses to answer inquiries or requests consistently and accuratelySend appropriate general information publicationsUse the Customer Contact Management System to track and enter detailed information of all inquiries/requests received including steps taken to resolve any problems encounteredSkillsAll 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 yearsMust be able to pass federal background investigation and obtain a Public TrustDemonstrate 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 experienceAbility to provide courteous and professional interactions with customersExperience using a knowledge baseEffective listening and oral communication skillsMust be able to speak, read and write in fluent EnglishMust be proficient with using software or web-based databases on a laptop or PC as well as various e-mail platformsA fixed shift schedule will be assigned at the time of hire based on operational needsBenefitsHealthcare 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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