Contact Center Agent
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Job Description
Contact Center Agent providing support to Patent and Trademark customers via phone and email. Addressing filing issues and delivering operational and technical assistance.
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
Requirements:
- 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
Benefits:
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
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