Residential Care Representative

FPS Innovation Labs; Bogotá; Presencial; COP 18.972.000 - 29.016.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental benefits

Vision benefits

Lucrative compensation

Descripción de la vacante

FPS - Full Potential Solutions seeks a Residential Care Representative to handle customer accounts and billing inquiries by phone or chat. You will assist existing customers and help new clients with sales opportunities while promoting products and services. Strong communication, empathy, and problem solving are essential.

The role requires flexibility for peak seasons and a solid understanding of campaign offerings, ensuring accurate resolutions and excellent customer experiences.

Formación

• Minimum of 1 year in a call center environment.
• Experience in Billing or Telco campaigns with upselling is preferred.
• Proficiency in sales methodologies (consultative, solution, value-based).
• Advanced verbal and written communication skills.
• Ability to engage and converse with customers.
• Customer service orientation with empathy.
• Calm demeanor when handling irate customers and objections.
• Sales ability and energy with quick recognition of opportunities.
• Mastery of products/services offered by the campaign.
• Ability to ask right questions to uncover root cause.

Responsabilidades

• Handle customer accounts and billing inquiries with accurate resolutions by phone or live chat.
• Support existing customers and assist new clients with incoming sales opportunities.
• Maintain strong knowledge of company products and services to address needs.
• Identify customer needs and promote or upsell relevant products/services.
• Adapt to varying schedules during peak seasons to meet business demands.

Conocimientos

Call Center Experience

Billing/Telecom Upselling

Consultative Selling

Verbal & Written Communication

Customer Service Orientation

Empathy

Handling irate customers

Objection Handling

Sales Awareness

Product/Service Knowledge

Questioning & Problem Solving

Descripción del empleo

Residential Care Representative

Bring your passion for sales and customer service to FPS - where we champion people excellence. Join our high-performing team and thrive in a culture that rewards your drive, talent, and results.

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, 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 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

• 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!

Responsibilities

• Handle customer account and billing inquiries, providing accurate resolutions via phone or live chat, with occasional follow-up or escalation as needed.
• Support primarily existing customers while also assisting and advising new clients with incoming sales opportunities.
• Maintain strong knowledge of company products and services to effectively address customer needs and concerns.
• Identify customer needs and recommend, promote, or sell alternative and add-on products or services.
• Demonstrate flexibility to work varying schedules, including peak seasons, to meet business and customer demands.

Qualifications

• Minimum of 1 Year of Call Center Experience (1-2 Years Preferred)
• Minimum of 1 Year handling any Billing or Telco Campaigns with Upselling in a call center environment
• Proficiency in sales methodologies like consultative selling, solution selling, or value-based selling is crucial
• Advanced Communication Skills (Verbal and Written)
• Ability to hold a conversation with customers
• Has Great Customer Service Orientation & Empathy
• Confidence in handling irate customers is a great skill to have but staying calm and collected during hard situations is also very important.
• Ability to Handle Rejection and Objections from Customers
• . With Sales Ability & Energy
• Quick to Recognize any Sales Opportunity
• Mastery of the Services and Products that the Campaign Offers
• Problem Solver and Critical Thinker
• Being able to Ask the Right Questions to get the root cause of the customer's concerns or frustrations
• Providing the best resolution according to the information provided by the customer
• Probing Skills
• Functional Technical Skills

Types Of Calls To Expect

• Customer Service/Billing questions
• Inquiries on upgrading/downgrading of packages
• Making changes/updates to the account
• Upselling Opportunities ; Consults with existing/new customers to offer a variety of products, and services.

Department Operations Role Agent Locations

• Bogotá, Colombia