Residential Care Representative

FPS Innovation Labs; Bogotá; On-site; COP 35,712,000 - 46,872,000; Full time

Job summary

FPS Innovation Labs is seeking a Residential Care Representative in Bogotá, Colombia. You will handle customer service and billing inquiries via phone or live chat, while supporting existing clients and driving sales opportunities. A customer-centric approach and product knowledge are essential, with flexibility for peak periods.

You will engage with customers, resolve issues, and upsell suitable products and services, delivering an excellent experience in a fast-paced environment.

Qualifications

• 1 year of call center experience required, 1–2 years preferred.
• Experience with billing or telco campaigns and upselling in a call center.
• Strong consultative, solution or value-based selling skills.
• Excellent verbal and written communication.
• Ability to handle irate customers calmly and professionally.
• Sales mindset with energy and opportunity spotting.
• Mastery of product and service offerings for upsell opportunities.
• Strong problem-solving and question-asking to reach root causes.

Responsibilities

• Handle customer account and billing inquiries via phone or live chat with accurate resolutions.
• Support existing customers and assist new clients with sales opportunities.
• Maintain strong knowledge of products and services to address needs.
• Identify needs and promote or upsell add-ons and services.
• Be flexible with schedules to meet business demands.

Skills

Call Center Experience

Billing Experience

Upselling

Consultative Selling

Solution Selling

Verbal Communication

Written Communication

Empathy

Handling Irate Customers

Rejection Handling

Sales Energy

Opportunity Recognition

Questioning Skills

Problem Solving

Technical Understanding

Job description

Operations

• Bogotá, Colombia

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.

We are looking for a Residential Care Representative who will handle customer service and billing inquiries via phone or live chat, support existing and new clients, resolve account issues, and recommend appropriate Frontier products or services while delivering excellent customer experience in a fast-paced, flexible environment.

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!

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.

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

Department Operations Role Agent Locations Bogotá, Colombia