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!
Primary Focus:
Save new pending orders
Handle pending order status calls
Appointment reschedules
Handle pending order status calls
Appointment reschedules
Pending order cancellations
Roles 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
Qualifications
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
Advanced problem-solving skills and can effectively communicate with customers and work groups
Ability to multi-task and have organizational and data entry skills
Strong attention to detail and the ability to follow directions
Excellent customer service and communications skills
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. Overtime may be required
Must be willing to go through pre-employment background and medical assessment
Willing to work onsite
Skills Required
- Experience in sales, retention, and customer service
- Basic sales skills in a high-performance environment
- At least 1 year of call center experience
- Advanced problem-solving skills
- Effective communication with customers and work groups
- Ability to multitask
- Organizational and data entry skills
- Strong attention to detail and ability to follow directions
- Excellent customer service and communication skills
- Effective listening and analytical skills
- Ability to summarize information and offer solutions
- Strong outgoing personality and work ethic
- Flexible availability for day, evening, night, weekend, and holiday shifts
- Willingness to work overtime when required
- Willingness to complete pre-employment background and medical assessments
- Willingness to work onsite
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.
