Overview About Us Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! 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. 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, you drive great results. 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! At FPS, we put our people first, because your success is our success. Our mission is simple: create a culture in which our employees thrive, because we believe that happy, motivated teams achieve groundbreaking results. Responsibilities Answer incoming customer calls concerning but not limited to billing, trip information and policy and procedures. Provide accurate information in order to resolve all customer inquiries in a polite, professional and timely manner. Accurately note all incoming and outgoing contact information in GIS. Review, prepare and route customer information via email to relevant co-workers (e.g. Financial Service Representative) in order to inform, update or request information needed to resolve a customer issue(s). Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function. Provide ongoing feedback to immediate Manager to promote growth within this function. Other duties assigned by the Management Team. Maintain a minimum QA score of 85% based upon periodic monitoring of inbound customer calls by the Customer Service Supervisor. Support company policies and management decisions with a sense of urgency and professionalism. Qualifications Soft Skills Excellent verbal and written English communication skills. Good customer service orientation and negotiation skills. Solution-oriented attitude. Ability to sustain long periods of inbound calls and communication with customers. Ability to position company policies in a positive and professional manner. Technical Skills Superior web navigation and computer skills. Must have a strong and stable internet connection at home. With at least 25 mbps postpaid subscription and proof of internet billing; actual internet speed of at least 20mbps download and not less than 10 mbps upload. Experience/Education/Age Must have 1 year of Call Center experience in Customer Service programs. Experience with Inbound Customer Service or OMNI channel is a plus. 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.