Key Facts

Remote From:

Full time

English

Hard Skills

Outbound Calls Customer Retention Foreclosures Sales Management Data Entry Overcoming Objections Customer Complaint Resolution Account Management Profit-Based Sales Targets Information Extraction Solution Architecture Employee Retention Product Knowledge

Other Skills

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Negotiation
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Analytical Skills
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Customer Service
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Problem Solving
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Spatial Abilities
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Communication
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Active Listening
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Multitasking
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Teamwork
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Strong Work Ethic
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Organizational Skills
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Detail Oriented
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Scheduling

Roles & Responsibilities

Experience in business retention, sales, and customer service.
Advanced problem-solving skills with the ability to effectively communicate with customers and cross-functional teams.
Ability to multi-task with strong organizational and data-entry skills.
Excellent customer service and communication skills with strong attention to detail.

Requirements:

Retain customers and contribute toward meeting monthly sales targets, individually and as part of a team.
Act as the first point of contact for customers requesting to cancel their service; make outbound calls to explain benefits and encourage renewal.
Gather customer feedback, develop retention strategies, and negotiate contract renewals to retain business.
Review and update account histories and client contact information to ensure accuracy for future communications.

Full Potential Solutions

About Full Potential Solutions

Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.

Founded: 2018

Company size: 1001 - 5000

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Job description

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