Customer Service Representative

**Overview**

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India 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

We offer a comprehensive compensation and benefits package that includes health, dental, vision, generous PTO, a performance-based bonus program and opportunities for training and career development. This role is full time and we are currently working onsite.

As a Residential Care Representative, you will be the liaison between our client and its current and potential customers. You will respond to complex inquiries of Customer Service or Billing in nature, which are predominantly routine. Typically supports both account concerns/questions and billing issues. Handles problem resolutions that on rare occasions may require follow-up and/or escalation to a higher level of expertise. Contacts may be live chat or phone. Support is typically focused on existing clients but may be requested to assist/advise new clients with incoming sales opportunities. Requires knowledge of company products, and services Frontier offers. Will be required to review needs and suggest/promote/sell alternative or additional products or services. Ability to work flexible hours required during peak seasons may be needed.

**Responsibilities**

**Work process, type of calls, and type of sell**:

- Maintains/explains relationships with existing customers.
- Outbound calls shall be limited and only be supported as needed to complete follow-up with customers that are not able to resolve in the initial contact. The requirement and goal shall always be a first-call resolution.
- Consults with existing/new customers to offer a variety of products, and services.
- Work at clearing outstanding orders daily to ensure no impact or delays.
- Follows established procedures and receives instruction on newly implemented policy and procedure changes.
- Ability to solve complex customer challenges/regain consumer confidence.

**Typical Deliverables**:

- High level of customer satisfaction and confidence with all interactions.
- Deliver Customer Experience at or above customer & shareholder requirements as measured by key metrics, including but not limited to: Customer Satisfaction, Contact Resolution Rate, Sales Metrics, and Average Handle Time.
- Accurate note documentation for all customer interactions.
- Support that generates a high level of customer satisfaction. Never creates detractors, effectively moves detractors to promoters.
- Required to understand a few markets and Frontier's competitive offerings.

**Qualifications**:

- Minimum 1-year experience in a consultative selling environment.
- Basic Telecommunications knowledge.
- Strong commitment to help and serve customers.
- Seling skills and business acumen.
- Highly flexible, takes varied call types within call center environment adjusts call handling performance and metrics as business needs require.
- Adapts communications style and displays strong language skills to meet customer needs displaying extremely strong communication ability.
- 1+ years PC experience in a Windows environment preferred.