About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, 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 mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients.
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!
We are looking for a highly motivated and customer-focused Customer Retention Advisor to join our on-site team. In this role, you will be responsible for handling inbound calls and interacting with customers to provide support and resolve account-related issues. Your primary goal is to retain customers who are considering cancelling their service by understanding their concerns, offering solutions, and promoting the value of our offerings.
Responsibilities:
Handle inbound calls from existing customers regarding their accounts, services, or concerns about cancellation.
Proactively identify and address reasons why customers may want to cancel, and offer tailored solutions to resolve their issues.
Demonstrate empathy, patience, and professionalism in every interaction, ensuring a positive customer experience.
Educate customers on product features, benefits, and promotions that may enhance their satisfaction and loyalty.
Accurately document customer interactions and outcomes in the system for future reference and quality assurance.
Meet or exceed individual and team performance metrics, including retention rates, customer satisfaction, and call handling time.
Stay updated on product changes, promotions, and retention techniques to remain effective and informed.
Uphold company policies and compliance standards in all customer interactions.
Qualifications:
At least 1 year of experience in customer service and retention, or sales – preferably in a call center environment.
Experience in retention, sales, and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment
Excellent written communication skills with the ability to clearly and professionally convey solutions.
Strong problem-solving skills and the ability to think on your feet during real-time interactions.
Empathy-driven approach with a strong focus on customer satisfaction and relationship-building.
Ability to multitask and have organizational and data entry skills
Strong attention to detail and the ability to follow directions
Excellent customer service and communications skills
Effective comprehension and analytical skills, as well as the ability to summarize information and offer solutions.
Strong outgoing personality and great work ethic.
Comfortable working in a fast-paced environment with performance targets.
Proficiency in using chat platforms, CRM tools, and standard office software.
Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required
Must be willing to go through pre-employment background checks and assessments
Willing to work on-site
Skills Required
- At least 1 year of experience in customer service and retention or sales
- Experience in retention, sales, and customer service
- Basic sales skills in a high-performance environment
- Excellent written and verbal communication skills
- Strong problem-solving skills and ability to think quickly during customer interactions
- Empathy, customer focus, and relationship-building ability
- Multitasking, organizational, and data entry skills
- Strong attention to detail and ability to follow directions
- Comprehension and analytical skills, including summarizing information and offering solutions
- Outgoing personality and strong work ethic
- Comfort working in a fast-paced environment with performance targets
- Proficiency with chat platforms, CRM tools, and standard office software
- Flexible availability for day, evening, night, weekend, and holiday shifts; overtime may be required
- Willingness to complete pre-employment background checks and assessments
- Willingness to work on-site
- Call center experience
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
