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'll provide exceptional support for product inquiries, availability, policies, and order tracking, while maintaining a friendly tone. You'll assist customers via phone, email, chat, SMS, and social media, also providing technical support like Bluetooth troubleshooting. Take ownership of customer issues with patience and positivity to ensure resolutions and promote brand loyalty.

• Interact with customers via all channels (phone, email, chat, SMS, social) to provide information in response to inquiries about products, policies, and services.

• Communicate clearly and effectively with customers to quickly resolve issues and deliver a positive experience using friendly, respectful, and professional tone.

• Assess customer problems, troubleshoot, and confidently remedy issues including connectivity and device configuration.

• Provide general technical support as needed.

• Apply high-quality customer service guidelines, policies, and procedures and adhere to client policies as applicable whenever interacting with customers.

• Meet or exceed all program metrics including average handle time targets, quality standards, productivity metrics, sales, and adheres to policies and procedures.

• Stay up to date with the client’s policies, products, and offerings through trainings

• Escalate critical support issues following appropriate policies and procedures.

• Retain and convey deep knowledge and benefits of clients’ products and troubleshooting techniques to continually provide effective support.

• Accurately document customer interaction details with limited errors.

• Embrace the commitment to customer service and nourish brand loyalty.

Qualifications

Soft Skills

• Excellent verbal and written communication skills.

• Committed to providing excellent customer service and an elevated customer experience.

• Passion for customer satisfaction. Polite, friendly, warm, and courteous phone demeanor.

• Excellent interpersonal skills; able to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goals.

• Able to work well under pressure in a fast-paced environment, adapting easily to changing priorities.

• Ability to respond positively to change, handle complex tasks, and embrace new learning.

• Able to learn and work independently and exhibit ownership as well as in a team environment.

• Flexible, adaptable, and willing to take on new challenges.

• Able to thrive in a performance-based environment and motivated by goals and incentives.

• Detail-oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency, and commitment to excellence.

• Able to use effective and probing questioning and listening techniques to identify customer needs.

• Strong comfort level and familiarity with desktop platforms and mobile devices.

• Technically savvy with the ability to pick up new technology, processes, and procedures quickly.

• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

Technical Skills & ISP Requirements

• Typing speed of at least 45 WPM.

• Proficiency with Microsoft Office suite of applications; technically savvy with navigating through different systems.

• 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.

• Preferably with backup internet connection.

Experience, Education, Age

• 1-2 years of Customer Service experience in a BPO or call center environment (preferably with voice, chat & email experience)

• Customer Service or Technical Support experience in a Consumer Gadget or Brand Loyalty and diverse lines of business or program is a plus.

• Knowledge or understanding of audio terminologies is an advantage.

• Experience with troubleshooting audio devices preferred.

• Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred.

• Completed Senior High School or it’s equivalent (2nd year college).

• Computer and IT related course is a plus. (not required but preferred).

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