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.

Read more here: AMERICAN SYSTEMS Acquires Epsilon, Inc.

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.

Compensation:
The wage range listed represents the potential compensation opportunities for this position. Starting salary will be thoughtfully determined by the hiring manager based on a variety of factors including candidate experience, education, relevant skills, and qualifications brought to the role. The initial offer could be any amount within the posted range, reflecting our commitment to fair and competitive compensation.

Where you'll work:
This is a hybrid onsite/remote opportunity where you will report to our office in Greenville, SC 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 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:

• 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 knowledgebase.
• 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 Epsilon Greenville, SC Office. May be required to report onsite based on business needs or customer request. If unable to perform work duties remotely due to internet connectivity issues, you will be required to report onsite within 2 hours.

Physical Demands and Working Conditions:
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.

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: 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 .