Contact Center Agent I

Contact Center Agent I

Epsilon is now part of AMERICAN SYSTEMS! We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.

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.

Compensation & Benefits : We offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership programdetails will be shared during your recruiter conversation.

Responsibilities

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 communications channels including phone and email, technical troubleshooting, 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
• 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.

Qualifications

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. 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. Ability to touch type a minimum of 40 words per minute. Must have reliable home internet connection. Software testing experience a plus. This position operates in a shift environment, Monday through Friday 9 : 00am to 8 : 00pm Eastern time. Assigned shift will be 9am-6pm, 10am-7pm, or 11am-8pm with one hour lunch. Shifts will be determined at the time of start and will be based on customer needs. Must be able to be flexible with scheduling.

Pay Transparency Statement for Epsilon : Epsilon is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $17.75 / Hr. - USD $31.25 / Hr. Actual compensation will be determined based on several factors permitted by law. Epsilon provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement : EEO Race / Sex / Disability Status / Veteran Status