Residential Care Representative

**About Us**

Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees.

Our mission is to create an environment within which our people THRIVE We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients.

**Our Core Values**:

- **Integrity -**Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect.
- **
Excellence** - Deliver exceptional client results, reward and recognize performance, and maintain a 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. Be humble. Make work personal.

We are looking for a **Residential Care Representative** who will handle customer service and billing inquiries via phone or live chat, support existing and new clients, resolve account issues, and recommend appropriate Frontier products or services while delivering excellent customer experience in a fast-paced, flexible environment.

**Types of Calls to Expect**:
Customer Service/Billing questions

Inquiries on upgrading/downgrading of packages

Making changes/updates to the account

Upselling Opportunities ; Consults with existing/new customers to offer a variety of products, and services.

**Responsibilities**:

- Handle customer account and billing inquiries, providing accurate resolutions via phone or live chat, with occasional follow-up or escalation as needed.
- Support primarily existing customers while also assisting and advising new clients with incoming sales opportunities.
- Maintain strong knowledge of company products and services to effectively address customer needs and concerns.
- Identify customer needs and recommend, promote, or sell alternative and add-on products or services.
- Demonstrate flexibility to work varying schedules, including peak seasons, to meet business and customer demands.

**Qualifications**:

- Minimum of 1 Year of Call Center Experience (1-2 Years Preferred)
- Minimum of 1 Year handling any Billing or Telco Campaigns with Upselling in a call center environment
- Proficiency in sales methodologies like consultative selling, solution selling, or value-based selling is crucial
- Advanced Communication Skills (Verbal and Written)
- Ability to hold a conversation with customers
- Has Great Customer Service Orientation & Empathy
- Confidence in handling irate customers is a great skill to have but staying calm and collected during hard situations is also very important.
- Ability to Handle Rejection and Objections from Customers
- . With Sales Ability & Energy
- Quick to Recognize any Sales Opportunity
- Mastery of the Services and Products that the Campaign Offers
- Problem Solver and Critical Thinker
- Being able to Ask the Right Questions to get the root cause of the customer’s concerns or frustrations
- Providing the best resolution according to the information provided by the customer
- Probing Skills
- Functional Technical Skills