Customer Retention Advisor

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, 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 a Customer Retention Advisor (Remote), you will be providing customer service over the phone and/or email and help customers with their pre-sales queries. You will be responsible for keeping warm business leads by contacting both new and existing clients and prospects. Answer pre-sales questions from customers, educate them about products and services and work closely with Account/Sales Manager to close deals and expand our client’s business.

Duties and Responsibilities:

• Securing sales in the form of retaining customers, contributing towards achieving monthly sales targets both individually and as part of a team

• Acting as the first point of contact for all customers who are requesting to cancel their service

• Make outbound phone calls to customers that want to cancel their Service Agreement to explain the benefits of their coverage

• Gathering information about customer complaints; develop aggressive retention strategies based on customer feedback.

• Negotiating with customers to renew contracts and retain business.

• Reviewing and updating account histories & client information such as addresses, phone numbers, and other contact details for future communication purposes.

Qualifications:

• Experience in business retention, sales and customer service is a requirement; must be able to execute basic sales skills in a high performance environment

• Advanced problem-solving skills and can effectively communicate with customers and work groups

• Ability to multi-task and have organizational and data entry skills

• Strong attention to detail and the ability to follow directions

• Excellent customer service and communications skills

• Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.

• Strong outgoing personality and great work ethic.

• 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 and assessments

• Willing to work remotely