• Job Description

  Req#: 3935
  Overview
  
  
  Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, and Chennai, India. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.
  We invest in people and culture because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. We offer 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. We are committed to creating a culture where people can succeed and reach their full potential.
  Our Core Values:
  • Integrity - Do what's right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
  • Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
  • Accountability - Act like an owner. Take pride in your work.
  • Grace - Respect and appreciate differences. Care for one another and embrace humility.
  Our Mission : To create conditions wherein people can thrive!
  The Customer Experience Expert is responsible for supporting customers by responding to customer inquiries not limited to technical, functional, general inquiry, and billing. They provide first-call resolutions to all inquiries received via chat, email or phone call.
  
  Responsibilities
  
  
  • Manage incoming technical product support requests and triage situations (technical, functional, or billing).
  • Provide technical support through chat, email or phone.
  • Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users.
  • Identify areas needing improvement and develop plans necessary to continuously move sales and marketing teams forward.
  • Provide pre-sales product support to prospective customers.
  • Provide a professional and timely response to all customer/client inquiries in accordance with the company’s policies and procedures utilizing FPS systems.
  • Provide excellent customer service by promptly and courteously responding to all inbound inquiries.
  • Executes analysis and action plan regarding parts failure/parts issues. Identifies corrective action steps required utilizing data from other departments. Represents the parts dept. as the liaison in related meetings with these inter-company teams.
  • Identifies transaction type (warranty /rental /repair and many others). Assesses required action items and creates the action plan, including setting appropriate escalation level, conclusion timeline and procedure steps.
  • Ensures all requests for Service Parts support are promptly and accurately addressed; executes sales orders, price quotes, and warranty transactions; answers customer questions regarding if part failure is covered under current warranty; and communicates next step to leadership.
  
  Qualifications
  
  
  Soft Skills
  • Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high quality working relationships both internally and externally with customers and suppliers.
  • Effective communication skills to handle complaints and diverse customers while maintaining a high level of service required.
  • Strong working knowledge in using web-based search engine(s).
  • Demonstrated skill in writing concise, logical and grammatically correct correspondence.
  • Must be detail oriented, organized, and able to adhere to operational processes.
  • Results-oriented and demonstrated ability to effectively manage multiple priorities simultaneously and meet compressed/critical deadlines in a fast-paced environment.
  • Strong customer focus, both internal and external.
  • Strong problem-solving skills.
  • Ability to thrive in a fast-paced, rapid growth environment required.
  • Ability to multitask and manage multiple projects required.
  • Strong mechanical and technical aptitude, preferred.
  • A self-starter with a positive attitude and strong work ethic required.
  • Must be willing to work on a night shift.
  Technical Skills & ISP Requirements
  • Good computer navigation skills and internet skills.
  • Must have a strong and stable internet connection at home.
  • With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
  Experience, Education, Age
  • Minimum 1 year of customer service experience in a call center environment.
  • Retail experience and expertise in the on-line retail industry preferred.
  • Familiarity with outdoor power gardening tools and equipment is a plus.
  • Multi channel and omni channel experience is an advantage (Chat, Email, Phone).
  • At least 2 years in College, any course or Senior High School graduate or its equivalent.
  • Legal age of employment; at least 18 years old.
  
  
  Soft Skills
  • Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high quality working relationships both internally and externally with customers and suppliers.
  • Effective communication skills to handle complaints and diverse customers while maintaining a high level of service required.
  • Strong working knowledge in using web-based search engine(s).
  • Demonstrated skill in writing concise, logical and grammatically correct correspondence.
  • Must be detail oriented, organized, and able to adhere to operational processes.
  • Results-oriented and demonstrated ability to effectively manage multiple priorities simultaneously and meet compressed/critical deadlines in a fast-paced environment.
  • Strong customer focus, both internal and external.
  • Strong problem-solving skills.
  • Ability to thrive in a fast-paced, rapid growth environment required.
  • Ability to multitask and manage multiple projects required.
  • Strong mechanical and technical aptitude, preferred.
  • A self-starter with a positive attitude and strong work ethic required.
  • Must be willing to work on a night shift.
  Technical Skills & ISP Requirements
  • Good computer navigation skills and internet skills.
  • Must have a strong and stable internet connection at home.
  • With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
  Experience, Education, Age
  • Minimum 1 year of customer service experience in a call center environment.
  • Retail experience and expertise in the on-line retail industry preferred.
  • Familiarity with outdoor power gardening tools and equipment is a plus.
  • Multi channel and omni channel experience is an advantage (Chat, Email, Phone).
  • At least 2 years in College, any course or Senior High School graduate or its equivalent.
  • Legal age of employment; at least 18 years old.
  
  
  • Manage incoming technical product support requests and triage situations (technical, functional, or billing).
  • Provide technical support through chat, email or phone.
  • Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users.
  • Identify areas needing improvement and develop plans necessary to continuously move sales and marketing teams forward.
  • Provide pre-sales product support to prospective customers.
  • Provide a professional and timely response to all customer/client inquiries in accordance with the company’s policies and procedures utilizing FPS systems.
  • Provide excellent customer service by promptly and courteously responding to all inbound inquiries.
  • Executes analysis and action plan regarding parts failure/parts issues. Identifies corrective action steps required utilizing data from other departments. Represents the parts dept. as the liaison in related meetings with these inter-company teams.
  • Identifies transaction type (warranty /rental /repair and many others). Assesses required action items and creates the action plan, including setting appropriate escalation level, conclusion timeline and procedure steps.
  • Ensures all requests for Service Parts support are promptly and accurately addressed; executes sales orders, price quotes, and warranty transactions; answers customer questions regarding if part failure is covered under current warranty; and communicates next step to leadership.

• About the company

  Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things.

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