Customer Service Representative Ii

Customer Service Representative II
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 is a hybrid onsite/remote opportunity where you will report to the USPTO’s location in Alexandria, VA and have the flexibility to work from home based on business needs.
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.
An average day:
As a Customer Service Representative II (CSR II), 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. You will also respond to inquiries and requests for information received via postal mail. In this position you will:

• Process incoming postal mail, including printing mailing labels, and handle incoming returned mail onsite at the USPTO Alexandria Office.
• Answer incoming calls and retrieve voicemails, ensuring that calls are answered on the same day.
• Transfer customers to appropriate secondary call centers as needed.
• Respond to all incoming facsimiles.
• 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.
• Send appropriate general information publications.
• 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.

Basic 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.
• 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.

Other Requirements:

• Must be able to pass federal background investigation and obtain a Public Trust.
• Must be located within 50 miles or less of the USPTO Alexandria Office. Will be required to report onsite 2 days per week. If unable to perform work duties remotely due to internet connectivity issues, you will be required to report onsite within 2 hours.