Customer Service Representative

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Respond to general inquiries from callers utilizing the available knowledge base, the USPTO website, or other reference materials.

• Provide support for MyUSPTO account issues, including password resets, and assist with inquiries related to other website systems.

• Dispatch relevant standard printed materials to callers or direct them to a local Patent & Trademark Resource Center (PTRC) for further assistance.

• Handle incoming calls and check voicemails, ensuring that all calls are addressed on the same day.

• Direct customers to the appropriate secondary call centers when necessary.

• Address all incoming emails regarding patents, trademarks, publications, data quality, and available products and services.

• Utilize the knowledge base of pre-approved responses to consistently and accurately respond to inquiries or requests.

• Distribute relevant general information publications.

• Employ the Customer Contact Management System to document and track detailed information regarding all inquiries/requests received, including the actions taken to resolve any encountered issues.

⛳️ Requirements

• Must be a U.S. Citizen or possess legal status within the United States.

• Must have continuously resided in the United States for the past two years.

• A minimum of one (1) year of customer service experience is required.

• Experience in phone and/or email contact center environments is preferred.

• Familiarity with data entry and problem logging in a contact center setting.

• Proficient with Automatic Call Distribution (ACD) telephone systems.

• Experience providing face-to-face customer service.

• Capability to engage in courteous and professional interactions with customers.

• Experience utilizing a knowledge base effectively.

• Strong listening and verbal communication skills.

• Proficiency in English is mandatory.

🏝️ Benefits

• Comprehensive benefits package.

• Health insurance coverage.

• Paid time off.

• Retirement plan options.

• Various insurance programs.

• Assistance with education and training.