Contact Center Agent I
Epsilon Inc., an AMERICAN SYSTEMS Company
full-time
Posted on:
Location Type: Remote
Location: South Carolina • United States
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Salary
💰 $18 - $31 per hour
Job Level
About the role
- 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
Requirements
- 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
- Must have reliable home internet connection
- Ability to touch type a minimum of 40 words per minute
- Software testing experience a plus
Benefits
- Comprehensive benefits through a major national carrier
- Generous PTO
- Paid holidays
- Immediate 401(k) contribution
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetechnical troubleshootingMicrosoft Office Suitecontact center softwareCustomer Relationship Management (CRM)software testingtouch typing
Soft Skills
attention to detailtime managementindependenceproblem-solvingmulti-taskingcommunicationcustomer satisfaction