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

• Handle inbound customer care calls in a fast-paced call center environment

• Resolve billing questions, service concerns, and account issues with a focus on First Call

• Resolution and reducing repeat contacts

• Deliver a best-in-class customer experience through empathy, professionalism, and problem-solving

• Proactively work to reduce repeat calls by addressing root causes and helping prevent future issues

• Educate customers on their accounts, services, billing, and available options

• Use a consultative approach to recommend and position new products and services based on customer needs

• Access and update customer accounts while speaking with customers

• Maintain knowledge of products, services, systems, and industry updates

• Support team goals related to customer satisfaction, retention, and growth

Qualifications

Soft Skills

• Strong communication skills and the ability to build rapport with customers over the phone

• A genuine passion for helping customers and creating a positive experience

• The ability to manage multiple priorities in a fast-paced environment

• Strong judgment and problem-solving skills

• Comfort navigating multiple computer systems while actively engaging with customers

• A team-oriented mindset and the ability to handle challenging situations with professionalism

• Willingness to learn product knowledge, billing systems, and sales techniques

• Flexibility to work rotating schedules, including evenings, weekends, holidays, and overtime as needed.

Experience, Education, Age

• At least 1-2 years of experience in a call center environment preferably handled inbound Telecommunications inquiries (Basics of Customer Service, Billing, and Sales)

• Billing experience in a call center environment is required.

• Knowledge in basic Internet troubleshooting is a must.

• Inbound sales background is a plus.

• 1+ years PC experience in a Windows environment preferred.

• Completed Senior High School or its equivalent (2nd year college).

• Legal age of employment; at least 18 years old.