Residential Care Chat Support

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

Duties and Responsibilities:

• Ability to identify concerns through Chat and effectively engage with customers patiently, tactfully, and efficiently to provide best-in-class service.
• Use critical thinking skills to research customer needs/ identify solutions
• Utilize all tools and resources to provide customers with accurate Information/solutions
• Apply knowledge of products/ services
• Accurately follow Frontier processes and procedures.
• Meet/exceed productivity goals and SLAS
• High level of customer satisfaction and confidence with all interactions
• Deliver customer experience above customer/shareholder requirement as measured by key metrics
• 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.
• 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

• Ability to clearly communicate in the Frontier Voice and embody Frontier's personality traits
• Fast typing skills (Minimum 35 WPM at 100% accuracy to 44 WPM at 95% accuracy)
• Ability to multitask with concurrent chat and desktop management skills
• Ability to think critically and troubleshoot effectively
• Ability to remain professional when responding to unfriendly or difficult customers.
• Ability to interpret billing statements, including identifying applied credits and understanding rate increases
• Ability to remain emotionally aware in difficult conversations.
• Possesses high critical thinking skills, resourcefulness, and customer service oriented.

Experience/Education/Age

• At least 1 year chat experience in any vertical
• Preferably handled Telecommunications inquiries (Basics of Customer Service, Billing, and Sales).
• Billing experience in a call center environment is required.
• Inbound sales background is a plus.
• Completed Senior High School or its equivalent (2nd year college).
• Legal age of employment; at least 18 years old.