Contact Center Agent I - Epsilon Inc.
Greenville, SC 29607
About the Job
Contact Center Agent I
Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.
Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.
Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.
Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO), 11 company paid Holidays, and 401(k) with immediate contribution.
Where you’ll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon’s USPTO customer.
Our Customer’s Mission:
The USPTO Electronic Business Center (EBC) provides external customers with a broad range of customer service and technical assistance for various Patent and Trademark electronic systems. The EBC’s mission is to assist stakeholders throughout their journey in the U.S. Patent and Trademark systems by offering clear, consistent, and intuitive solutions. We empower customers by removing barriers, enabling all innovators to understand and navigate the Patent and Trademark systems with ease.
An average day:
As Contact Center Agent I, you will be the primary point of contact for external Patent and Trademark customers who are filing or attempting to access information regarding a patent or trademark. The primary responsibilities include providing exceptional service through various communications channels including phone and email, delivering accurate information, addressing concerns, and resolving customer inquiries. In this position you will:
Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click here to review your rights under EEO policy.
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.
We will be accepting applications through 11/21/2024.
#LI-DNP
Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.
Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.
Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.
Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO), 11 company paid Holidays, and 401(k) with immediate contribution.
Where you’ll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon’s USPTO customer.
Our Customer’s Mission:
The USPTO Electronic Business Center (EBC) provides external customers with a broad range of customer service and technical assistance for various Patent and Trademark electronic systems. The EBC’s mission is to assist stakeholders throughout their journey in the U.S. Patent and Trademark systems by offering clear, consistent, and intuitive solutions. We empower customers by removing barriers, enabling all innovators to understand and navigate the Patent and Trademark systems with ease.
An average day:
As Contact Center Agent I, you will be the primary point of contact for external Patent and Trademark customers who are filing or attempting to access information regarding a patent or trademark. The primary responsibilities include providing exceptional service through various communications channels including phone and email, delivering accurate information, addressing concerns, and resolving customer inquiries. In this position you will:
- Provide customer service, operational and technical support to external Patent and Trademark customers, including:
- Monitor mailboxes for issues and respond to emails, manage and file customer information contribute to and produce scheduled and adhoc reports.
- Respond to and process incoming phone calls pertaining to filing issues, provide responses to the customer, and provide follow-up information as appropriate.
- Assist with Customer number processing and data changes, customer number uploads processing, and Patent Center Bibliographic data changes.
- Process User account authorization and recovery and assist with second factor authorization access to eCommerce systems.
- Support the paper and electronic versions of the ID verification process including responding to calls and emails related to processing status updates for paper ID verification and Attorney Sponsorship tool access.
- Aid customers with filing and accessing patent application information, provide general filing information, and assist with using eCommerce systems.
- Proof documents for eCommerce systems.
- Perform analysis of third-party surveys or studies and take any corrective actions based on the results.
- Provide technical support for the Right Fax system.
- Provide operational support and expertise for Bio-Tech tools.
- Direct customer issues as needed to other USPTO customer support organizations.
- Support internal staff by communicating operational information and issues, communicating customer inputs, and supporting customer interactions with ecommerce initiatives.
- As a requirement of this position, 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. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
- 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).
- 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.
- 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.
- Must be able to pass federal background investigation and obtain a Public Trust.
- This position operates in a shift environment, Monday through Friday 6:00am to 11:59pm Eastern time, and Saturday and Sunday as needed. Shifts will be determined at the time of start and will be based on customer needs. Must be able to be flexible with scheduling.
Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:
- Prolonged periods of computer desk work.
- Dexterity of hands and fingers to operate a computer keyboard and other computer components.
- Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
- The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
- Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
- Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
- Maintain a professional emotional response when working with others.
Connect directly with your dedicated recruiter, Megan, on Epsilon’s careers page.
www.epsilon-inc.com/careers
www.epsilon-inc.com/careers
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click here to review your rights under EEO policy.
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.
We will be accepting applications through 11/21/2024.
#LI-DNP
Source : Epsilon Inc.
