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 an ISD Back Office Representative, you will be responsible for supporting our client’s Door-to-Door (D2D) Sales Department by ensuring service orders are accurate, complete, and processed efficiently. Your primary goal is to provide real-time support to sales agents, validate and troubleshoot orders, resolve order-related issues, and coordinate with internal teams to ensure a seamless sales and customer experience. This role is ideal for someone who enjoys problem-solving, working behind the scenes to support sales operations, and making a direct impact on order accuracy, efficiency, and customer satisfaction.
Duties and Responsibilities
Order Management: Review, create, confirm, and complete service orders submitted by Door-to-Door sales agents.
Agent Support: Handle inbound calls from the D2D sales team to provide real-time order support, guidance, and status updates.
Verification & Compliance: Verify customer and order information to ensure total accuracy, completeness, and compliance prior to processing.
Issue Resolution: Proactively resolve order discrepancies, missing details, and pending requirements to prevent delays or cancellations.
Order Coordination: Coordinate updates, corrections, reschedules, and service modifications as needed.
Onboarding & Activation: Support the activation and onboarding process by ensuring all required documentation is complete and properly submitted.
Cross-Departmental Communication: Maintain clear, concise communication regarding order statuses with sales agents and internal departments.
System Documentation: Accurately document all interactions, order activities, and updates within company systems.
Quality & Efficiency: Maintain high standards of quality, accuracy, and turnaround time across all order-processing tasks.
Qualifications
Soft Skills
Excellent English communication skills, both verbal and written.
Strong problem-solving skills with the ability to quickly identify order issues, determine appropriate solutions, and provide clear guidance.
Strong attention to detail and accuracy when reviewing customer information, service orders, and required documentation.
Ability to effectively communicate with sales agents, customers, and internal teams in a professional and positive manner.
Excellent listening and comprehension skills, with the ability to understand requests and provide accurate information or next steps.
Ability to multi-task and have strong organizational and prioritization skills while managing multiple orders and requests.
Ability to work under pressure while maintaining accuracy, productivity, and quality in a fast-paced environment.
Strong customer service mindset with the ability to support sales teams and contribute to a positive customer experience.
Ability to follow established processes, identify missing or incorrect information, and take appropriate action to complete requirements.
Strong teamwork and collaboration skills with the ability to work effectively with sales and cross-functional teams.
Proactive and resourceful approach to resolving order-related issues and preventing processing delays.
Strong work ethic, reliability, and willingness to take ownership of assigned tasks and responsibilities.
Flexible work hours and availability for day, evening, night, weekend, and holiday schedules.
Must be willing to go through pre-employment background and medical assessments.
Technical Skills
Proficient in using computers and navigating multiple systems and applications simultaneously.
Experience using CRM, customer account management, order management, or other business support systems is preferred.
Strong data entry and documentation skills with a high level of accuracy.
Ability to review, validate, update, and maintain customer and service order information across multiple systems.
Comfortable handling inbound calls and providing real-time support, guidance, and status updates.
Ability to quickly learn and navigate new systems, tools, and processes.
Basic understanding of customer account, sales order, or service activation processes is an advantage.
Experience, Education, Age
Minimum of 1 year of experience in a Call Center/BPO environment.
Experience in customer service, sales support, back-office operations, order management, or technical support is preferred.
Experience supporting a sales team or handling internal agent support is a strong advantage.
Experience in a telecommunications, cable, internet, utilities, or other service-order environment is a plus.
Experience handling order processing, customer account updates, service activation, or issue resolution is preferred.
Previous experience working in a high-volume environment with multiple transactions or requests is an advantage.
Completed Senior High School or its equivalent (2nd year college).
A business, communications, computer, or IT-related course is a plus but not required.
Legal age of employment: at least 18 years old.
Skills Required
- At least 1 year of experience in a Call Center or BPO environment
- Excellent verbal and written English communication skills
- Strong problem-solving, attention to detail, organization, multitasking, and communication skills
- Availability for day, evening, night, weekend, and holiday schedules
- Willingness to complete pre-employment background and medical assessments
- Proficiency using computers and multiple systems or applications
- Strong data entry and documentation accuracy
- Ability to handle inbound calls and provide real-time support
- Completed Senior High School or equivalent, or second year of college
- Customer service, sales support, back-office operations, order management, or technical support experience
- CRM, customer account management, order management, or business support systems experience
- Experience supporting a sales team or handling internal agent support
- Telecommunications, cable, internet, utilities, or service-order environment experience
- Business, communications, computer, or IT-related coursework
- At least 18 years old
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.
