Overview Full Potential Solutions (FPS) is a new performance based outsourcing firm headquartered in Boston, MA with operations in Kansas City, MO; Metro Manila & Davao, Philippines and Chennai, India 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. 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 mission is to create an environment where our people THRIVE! 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 Primary Focus: Save new pending orders. 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. Must be willing to go through pre-employment background and medical assessments. Willing to work onsite.