About Us
Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees.
Our mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients.
Our Core Values:
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Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect.
- Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a 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. Be humble. Make work personal.
Primary Focus:
- Save new pending orders
- Handle pending order status calls
- Appointment reschedules
- Handle pending order status calls
- Appointment reschedules
- Pending order cancellations
Roles and Responsibilities:
- Retention for prospect customers wishing to cancel their order
- Outbound SAV queue
- Field Technician cancellation calls
- Rescheduling service orders for prospect customers
- Review stage code orders to educate customers on installation status
- Partner with dispatch or assignment to move pending orders forward
- Modify pending orders to upgrade or downgrade speeds
- Modify pending orders to add or remove features
- Review drop status
- Modify home/email address for prospect customers
Qualifications
- Experience in sales/retention and customer service is a requirement; must be able to execute basic sales skills in a high performance environment
- Minimum of 1 year experience in the Call Center Environment
- Advanced problem-solving skills and can effectively communicate with customers and work groups
- Ability to multi-task and have organizational and data entry skills
- Strong attention to detail and the ability to follow directions
- Excellent customer service and communications skills
- Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.
- Strong outgoing personality and great work ethic.
- Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required
- Must be willing to go through pre-employment background and medical assessment
- Willing to work onsite
