Residential Care Chat 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 Residential Care Chat Representative, your role is to ensure customer satisfaction by meeting performance metrics such as Customer Satisfaction and First Contact Resolution. You will accurately document interactions, resolve issues efficiently, and convert negative experiences into positive ones. Staying informed about market trends and competitive offers will help you maintain customer relationships. You'll prioritize first call resolution but conduct follow-ups as needed. Adhering to procedures and adapting to new policies is essential in addressing customer challenges effectively.

Duties and Responsibilities:

• High level of customer satisfaction and confidence with all interactions

• Deliver customer experience above customer/shareholder requirement as measured by key metrics, including but not limited to: Customer Satisfaction (NPS/OSAT), Contact Resolution Rate (FCR), Sales metrics (Close Rates) and Average Handle Time (AHT)

• Accurate note documentation for all customer interactions.

• Ability to maintain a high level of customer satisfaction.

• Ability to effectively convert detractors to promoters.

• Required to understand market behavior and Frontier’s competitive offers

• Maintains/expands 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 be resolved in the initial contact. The requirement and goal shall always be first call resolution.

• Consults with existing/new customers to offer 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.

• Ensures compliance with supervisor requests and escalation procedures

• Ability to solve complex customer challenges/regain consumer confidence.

Qualifications

Soft Skills

• Good communication skills.

• Good customer service orientation and negotiation skills.

• Strong commitment to helping and serving customers.

• Motivated and goal-oriented – has the ability to drive oneself to deliver and hit KPIs.

• Highly flexible, takes varied call types within the call center environment adjusts call handling performance and metrics as business needs require.

• Adapts communications style and displays strong language skills to meet customer needs. displaying extremely strong communication ability.

• Knowledge of Telecommunications is an advantage.

Experience/Education/Age

• At least 1-2 years of experience in a call center environment preferably handled inbound Telecommunications inquiries (Basics of Customer Service, Billing, and Sales)

• Billing experience in a call center environment is required.

• Knowledge in basic Internet troubleshooting is a must.

• Inbound sales background is a plus.

• 1+ years PC experience in a Windows environment preferred.

• Completed Senior High School or its equivalent (2nd year college).

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