Customer Retention Advisor

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 highly motivated and customer-focused Customer Retention Advisor to join our on-site team. In this role, you will be responsible for handling inbound calls and interacting with customers to provide support and resolve account-related issues. Your primary goal is to retain customers who are considering cancelling their service by understanding their concerns, offering solutions, and promoting the value of our offerings.

Responsibilities:

• Handle inbound calls from existing customers regarding their accounts, services, or concerns about cancellation.
• Proactively identify and address reasons why customers may want to cancel, and offer tailored solutions to resolve their issues.
• Demonstrate empathy, patience, and professionalism in every interaction, ensuring a positive customer experience.
• Educate customers on product features, benefits, and promotions that may enhance their satisfaction and loyalty.
• Accurately document customer interactions and outcomes in the system for future reference and quality assurance.
• Meet or exceed individual and team performance metrics, including retention rates, customer satisfaction, and call handling time.
• Stay updated on product changes, promotions, and retention techniques to remain effective and informed.
• Uphold company policies and compliance standards in all customer interactions.

Qualifications:

• At least 1 year of experience in customer service and retention, or sales – preferably in a call center environment.
• Experience in retention, sales, and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment
• Excellent written communication skills with the ability to clearly and professionally convey solutions.
• Strong problem-solving skills and the ability to think on your feet during real-time interactions.
• Empathy-driven approach with a strong focus on customer satisfaction and relationship-building.
• Ability to multitask and have organizational and data entry skills
• Strong attention to detail and the ability to follow directions
• Excellent customer service and communications skills
• Effective comprehension and analytical skills, as well as the ability to summarize information and offer solutions.
• Strong outgoing personality and great work ethic.
• Comfortable working in a fast-paced environment with performance targets.
• Proficiency in using chat platforms, CRM tools, and standard office software.
• Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required
• Must be willing to go through pre-employment background checks and assessments
• Willing to work on-site