Residential Care Representative

Overview

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Manila & Davao, Philippines, Chennai & Pune, India and Bogota, Colombia 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 offered. 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 competitive offerings.
  
  

Qualifications

Qualifications:

• Display excellent communication and superior customer service skills and exhibit a high level of professionalism in all communications .
• Ability to handle highly escalated callers.
• High level of understanding in handling safety calls.
• Self-motivated, detail-oriented and highly organized.
• Very strong language and communication skills (written and verbal) and robust affinity to US culture/business/consumers.
• Ability to talk and type at the same time.
• Ability to type 25+ wpm.
• High School Graduate or GED.
• Availability to work a full time shift, and work during holidays and weekends.
• Willing to work remotely
  
  

Skills And Abilities

• Minimum of 1 year experience in the Call Center Industry ; preferrably handled Telco or Sales Campaign.
• High proficiency in communicating across several platforms. Must be able to form connections using their voice or with written messages, with less emphasis placed on face-to-face communication. A pleasant phone voice is an advantage.
• Must exhibit supreme oral expression and remarkable presentation skills; Highly articulate and eloquent.
• Highly adaptable to dealing with various customer types; exceedingly conversational and inherently engaging; quick-witted.
• Oral comprehension. Strong analytical and problem-solving skills.
• Must have keen attention to details; superb planning, organizational and time-management skills.
• Must be highly confident and effective in talking, dealing, presenting, selling, negotiating with various job levels – from assistants, managers, to business owners and executives across different industries.
• Must have grit or a strong sense of passion and perseverance.
• Self-motivated, resilient, and enthusiastic; Must have a personality and character that can prudently deal with rejection without letting it impact the ability to be successful and exceed own performance results.
• Incentive and money-driven; gets the extra push and motivation through rewards, career enhancement, and skills improvement opportunities.
• Highly confident; can speak through their confidence.
• Superior web navigation and computer skills.
• Ability to multitask; talk, type, not get distracted.