Customer Service Representative

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, 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 Service Representative, you will provide front-line support for queries from inbound existing and potential customers. This support includes phone, email, chat, and tier 1 technical assistance. Specialists embody the core values of the organization in all interactions with customers and consistently go above and beyond. This position acts as a liaison to customers, providing product/service information and resolving any emerging problems customers might face with accuracy and efficiency. Specialists serve as the face of the company and are expected to present the organization in the best light possible.

• Provide resolutions to queries received from customers via call, chat, or email (90% voice, 10% non-voice).

• Ensure customers are satisfied with the product or service.

• Follow up with customers in a timely manner when a service resolution requires further investigation.

• Educate customers to assist with self-service solutions and to mitigate future product questions.

• Utilize resources to provide first-contact resolution for all inquiries.

• Determine when a query requires escalation after exhausting available resources.

• Provide basic troubleshooting assistance with common internet browsers.

• Maintain a professional demeanor in all customer interactions.

• Meet performance metrics expectations and strive for continuous learning to achieve desired goals.

• Monitor issues and trends, and escalate to management as needed.

• Perform additional duties as required.

Soft Skills

• Excellent written, verbal communication skills, and typing ability.

• Mastery of the English language.

• Excellent active listening skills with a positive attitude, energy, and demeanor.

• Ability to communicate directly with others.

• Great at multitasking, using multiple software programs to service and find a solution.

• Excellent organizational skills and attention to detail.

• Keen problem solver that is willing to think on their feet and learn quickly.

• Reliable individual that can always be counted on to give their best work and follow tasks through to completion.

• Self-starter comfortable taking initiative and finding answers to customer questions.

• Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.

• Flexibility with work schedule preferred.

• Desire to have fun while working.

• Growth mindset and change.

Performance Expectations

• Consistently meet metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.

• Consistently meet metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).

• Work all scheduled shifts and communicate in a timely manner when absences are necessary.

Technical Skills & ISP Requirements

• Typing speed of at least 35 WPM.

• Superior web navigation and computer skills.

• Experience with Microsoft Office Suite preferred.

• Four wheel driving experience and being a car enthusiast is an advantage.

• Must have a strong and stable internet connection at home.

• With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.

Experience, Education, Age

• Must have at least 1 year of Customer Service experience in a BPO setting handling voice accounts.

• Customer Service Experience in Chat, Email, Voice or Omni Channel programs is required (at least 6 months), preferably Inbound in nature.

• Driver or Workplace Safety Education experience is also an advantage.

• At least 2 years in College, any course or Senior High School graduate or its equivalent.

• Legal age of employment; at least 18 years old.