About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Duties and Responsibilities

• Retention for prospect customers wishing to cancel their order.
• Outbound SAV queue.
• Field Technician cancellation calls.
• Rescheduling service orders for prospect customers.
• Review stage code orders to educate customers on installation status.
• Partner with dispatch or assignment to move pending orders forward.
• Modify pending orders to upgrade or downgrade speeds.
• Modify pending orders to add or remove features.
• Review drop status.
• Modify home/email address for prospect customers.
• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Educate the customer’s support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.

Qualifications

Soft Skills

• Excellent English communication skills.
• Advanced problem-solving skills and effectively communicate with customers and work groups.
• Preferably can communicate with customers at various technical levels using common terms.
• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
• Ability to multi-task and have organizational skills.
• Ability to work under pressure in a positive culture.
• Willingness to work in a Technical/Retention account environment.
• Must display excellent customer service and retention ability.
• Strong attention to detail and the ability to follow directions.
• Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.
• Strong outgoing personality and great work ethic.
• Flexible work hours and availability for day, evening, night, weekend, and holiday.
• Must be willing to go through pre-employment background and medical assessments.

Technical Skills

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).
• Good understanding of PC components and functionality.
• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
• Hardware and Software troubleshooting skills.
• Familiar with software installation.

Experience, Education, Age

• Experience in sales/retention and customer service is a requirement; must be able to execute basic sales skills in a high performance environment.
• Minimum of 1 year experience in the Call Center environment.
• Technical Support experience in a Telco program is a plus.
• Familiarity with Business to Business interactions is an advantage.
• Completed Senior High School or its equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.