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!
As a Pre Sales Advisor, you will be responsible for proactively engaging with new customers to understand their needs, provide personalized solutions, and ensure a seamless service experience. Your primary goal is to retain customers, prevent cancellations, and identify opportunities to enhance their service through upselling or cross-selling — all while delivering exceptional support and building strong, long-term relationships.
Duties and Responsibilities
Engage new customers to confirm and move pending orders forward.
Save at-risk orders by resolving concerns and offering suitable solutions.
Coordinate reschedules and provide timely updates on installation or service status.
Modify new orders for upgrades, downgrades, or feature changes.
Ensure a smooth onboarding experience through clear communication and accurate documentation.
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 with retention and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment.
Minimum of 1 year of 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).
A computer and IT-related course is a plus. (not required but preferred).
Legal age of employment: at least 18 years old.
Skills Required
- Excellent English communication skills
- Advanced problem-solving and customer communication skills
- Ability to handle difficult technical situations and set expectations positively
- Multitasking and organizational skills
- Ability to work under pressure
- Willingness to work in a technical or retention account environment
- Excellent customer service and customer retention ability
- Strong attention to detail and ability to follow directions
- Effective listening and analytical skills
- Strong outgoing personality and work ethic
- Flexible availability for day, evening, night, weekend, and holiday shifts
- Willingness to complete pre-employment background and medical assessments
- Knowledge of computer technology and operating systems
- Knowledge of LAN/WAN networking components, including routers, multiplexers, bridges, and switches
- Understanding of PC components and functionality
- Experience with PCs, Apple Mac computers, smartphones, digital music players, or tablets
- Hardware and software troubleshooting skills
- Familiarity with software installation
- Sales experience, including retention and customer service
- Minimum one year of call center experience
- Completed senior high school or equivalent, or second year of college
- At least 18 years old
- Technical support experience in a telecommunications program
- Familiarity with business-to-business interactions
- Computer or IT-related coursework
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.
