Residential Chat Support Representative

Career OpportunitiesThriving at FPSExplore Our LocationsEmployee Log in Candidate Log in to ConnectMailOperationsDavao, PhilippinesResidential Chat Support RepresentativeThrive as a Customer Service Representative. Deliver exceptional service, meet key metrics, and transform challenges into positive experiences. Unlock your full potential with us todayAbout UsFull 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 ValuesIntegrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personalOur Mission: To create conditions within which people can thriveDuties And ResponsibilitiesAbility 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 solutionsUtilize all tools and resources to provide customers with accurate Information/solutionsApply knowledge of products/ servicesAccurately follow Frontier processes and procedures.Meet/exceed productivity goals and SLASHigh level of customer satisfaction and confidence with all interactionsDeliver customer experience above customer/shareholder requirement as measured by key metricsAccurate 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 offersMaintains/expands relationships with existing customers.Consults with existing/new customers to offer variety of products and servicesWork 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 proceduresAbility to solve complex customer challenges/regain consumer confidence.QualificationsSoft SkillsAbility to clearly communicate in the Frontier Voice and embody Frontier's personality traitsFast typing skills (Minimum 35 WPM at 100% accuracy to 44 WPM at 95% accuracy)Ability to multitask with concurrent chat and desktop management skillsAbility to think critically and troubleshoot effectivelyAbility to remain professional when responding to unfriendly or difficult customers.Ability to interpret billing statements, including identifying applied credits and understanding rate increasesAbility to remain emotionally aware in difficult conversations.Possesses high critical thinking skills, resourcefulness, and customer service oriented.Experience/Education/AgeAt least 1 year chat experience in any verticalPreferably 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.Department Operations Role Agent Locations Davao, PhilippinesContact FOX Talent AcquisitionOperationsDavao, PhilippinesResidential Chat Support RepresentativeThrive as a Customer Service Representative. Deliver exceptional service, meet key metrics, and transform challenges into positive experiences. Unlock your full potential with us todayLoading application formCareer siteCareer OpportunitiesThriving at FPSExplore Our LocationsData & privacyLocationsKansas City, MissouriBogotá, ColombiaDavao, PhilippinesManila, PhilippinesPune, IndiaEmployee loginSSOCandidate Connect loginAlready working at Full Potential Solutions?Let's recruit together and find your next colleague.blocks--auto-join--form#focusEmailField" data-blocks--auto-join--form-tooltip-login-value="Enter your email address" data-blocks--auto-join--form-tooltip-login-with-value="Login with %{email}"> blocks--auto-join--form#handleBefore turbo:submit-end->blocks--auto-join--form#handleComplete" action="/en/auto_join" accept-charset="UTF-8" method="post">