Customer Service Representative I

Customer Service Representative 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 Contact Center (UCC) is the front-line customer service center for the United States Patent and Trademark Office and responds to public inquiries seeking information on a variety of USPTO programs and services. The goal of the UCC is to effectively and efficiently provide customers with superior customer service and accurate responses to their requests. The UCC also works with the other USPTO contact centers to foster efficient use of knowledge and resources in the delivery of USPTO information and services.

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 program-details will be shared during your recruiter conversation.

Responsibilities

An average day: As a Customer Service Representative I (CSR I), you will answer general questions from callers using the available knowledge base, USPTO website, or other reference material and recommend resources available on the USPTO website. You will assist with MyUSPTO account issues (including password resets) and other website systems related support calls. You may also mail applicable standard printed materials to the caller or refer the caller to a local Patent & Trademark Resource Center (PTRC) for additional assistance. In this position you will:

1. Answer incoming calls and retrieve voicemails, ensuring that calls are answered on the same day.
2. Transfer customers to appropriate secondary call centers as needed.
3. Respond to all incoming facsimiles.
4. 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.
5. Send appropriate general information publications.
6. 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.

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
• 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. All shifts fall within our operating hours of Monday through Friday, 8:30 AM to 8:00 PM EST.

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