The posting
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 Gen Care Specialist, you will be delivering an exceptional customer experience for
our fiber and cable customers. In this role, you will handle inbound customer care calls, helping
customers with billing questions, service concerns, account support, and product needs.
Success in this role is built on the three core pillars of customer care:
- Resolve the issue — address the customer’s immediate need with accuracy and ownership
- Prevent the next — reduce repeat calls by identifying root causes, educating the customer, and proactively addressing future concerns
- Position new products and services — recommend solutions that improve the customer’s experience and meet their evolving needs
This position has a direct impact on important business and customer care outcomes, including First Call Resolution, reducing repeat contacts, improving customer satisfaction, retaining customers, and growing revenue.
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.
Technical Skills
- Proficient in navigating multiple computer applications and systems simultaneously while handling live customer interactions.
- Experience using CRM, customer account management, and billing systems to access, update, and maintain customer records.
- Strong computer literacy with the ability to accurately document customer interactions and process account updates in real time.
- Ability to troubleshoot basic account, billing, and service-related issues using internal knowledge bases and support tools.
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.
