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 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.
