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AMERICAN SYSTEMS · 3 hours ago

Contact Center Agent I

United States

Full-time

Remote

Entry Level

$17.75/hr - $31.25/hr

1+ years exp

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.

GovernmentInformation Technology

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

Customer service experienceContact center softwareCRM systemsBasic IT skillsAttention to detailTyping speedProfessional demeanorSoftware testingTime managementProblem solving

Required

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