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AMERICAN SYSTEMS · 2 hours ago

Customer Service Representative I

Greenville, SC

Full-time

Onsite

Entry Level

$17.75/hr - $31.25/hr

1+ years exp

AMERICAN SYSTEMS is a dynamic organization that has expanded its resources and opportunities for growth through the integration of Epsilon, Inc. They are seeking a Customer Service Representative I who will assist callers with inquiries related to patents and trademarks, providing support and recommending resources available on the USPTO website.

GovernmentInformation Technology

Comp. & Benefits

No H1B

U.S. Citizen Only

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

Qualification

Customer service experienceKnowledge base usageEffective communication skillsData entryACD telephone systemsProfessional interactionsSoftware proficiencyFluent English

Required

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