Residential Care Representative

Residential Care Representative

Thrive as a Customer Service Representative. Deliver exceptional service, meet key metrics, and transform challenges into positive experiences. Unlock your full potential with us today

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

Role Overview

As a Residential Care 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
• Maintain a high level of customer satisfaction
• Effectively convert detractors to promoters
• Understand market behavior and Frontier’s competitive offers
• Maintain/expand relationships with existing customers
• Outbound calls shall be limited and used to complete follow-up when needed; goal is always first call resolution
• Consult with existing/new customers to offer a variety of products and services; work on clearing outstanding orders daily to ensure no impact or delays
• Follow established procedures and adapt to newly implemented policies
• Ensure compliance with supervisor requests and escalation procedures; solve complex customer challenges and 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 – ability to drive oneself to deliver and hit KPIs
• Flexibility to handle varied call types within the call center environment and adjust performance as needed
• Adapt communications style and demonstrate strong language skills to meet customer needs
• Knowledge of Telecommunications is an advantage

Experience / Education / Age

• At least 1-2 years of experience in a call center environment, preferably 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

Locations

• Kansas City, Missouri
• Bogotá, Colombia
• Davao, Philippines
• Manila, Philippines
• Pune, India

Application

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