Inside Support Agent
Company: Full Potential Solutions
Location: Lees Summit
Posted on: May 16, 2022
Job Description:
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 our
people and put culture first because we believe that happy,
fulfilled teams achieve great things! By putting people first, we
drive 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. We
are committed to creating a culture where our 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. 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. We are
building a Center of Excellence for one of the largest Gig economy
companies on the planet, and need talented, motivated and
hard-working individuals who will help transform the manner in
which this company engages with their clients, partners and
customers.. We believe if we live by our core values and pay our
people a premium, we will maintain our incredible culture as we
attract and retain the best people. FPS is not for everyone. Those
with a desire to serve, to problem-solve and to contribute with a
sense of urgency, quality and collaboration will find FPS a unique
and inviting workplace. We have grown globally to over 4,300
employees in 4 years - creating a host of career opportunities for
our people to thrive! As an Inside Support Agent , you will be
responsible in handling calls from customers who are complaining
about safety and compliance issues, customers who were not picked
up or dropped off in the wrong location or places that they feel
unsafe, and/or the car is unhygienic. You will be receiving and
handling calls from customers who are complaining about their
drivers making sexual overture towards them, making them feel
unsafe or even using racial slur or displayed bias. Callers may be
inebriated, calling to report variety of concerns.
- You will be responsible for submitting the appropriate ticket
regarding the nature of the call you have received
- Ask questions to interpret, analyze and anticipate the caller's
situation so as to resolve problems, provide information, direct
them to emergency services, and submit the proper ticket
- Transferring all drivers over to the Driver support line in the
event you receive a call from a driver needing assistance on
anything other than a safety or lost item concern
- Perform additional duties such as immediately transferring the
caller to a recorded line when they are seeking any additional
support that is not a safety or lost item concern.
- Properly document all tickets so that they are resolved
correctly.
- You will be the first or second contact after an emergency and
will need to show empathy without direct apologies Qualifications
- Display excellent communication and superior customer service
skills and exhibit a high level of professionalism in all
communications
- Ability to handle highly escalated callers
- High level of understanding in handling safety calls
- Self-motivated, detail-oriented and highly organized.
- Very strong language and communication skills (written and
verbal) and robust affinity to US culture/business/consumers
- Ability to talk and type at the same time
- Ability to type 25+ wpm
- High School Graduate or GED
- Availability to work a full time shift, and work at least 1
weekend day.
- Willing to work in Kansas City Site. Skills and Abilities
- High proficiency in communicating across several platforms.
Must be able to form connections using their voice or with written
messages, with less emphasis placed on face-to-face communication.
A pleasant phone voice is an advantage.
- Must exhibit supreme oral expression and remarkable
presentation skills; Highly articulate and eloquent
- Highly adaptable to dealing with various customer types;
exceedingly conversational and inherently engaging;
quick-witted
- Oral comprehension. Strong analytical and problem-solving
skills
- Must have keen attention to details; superb planning,
organizational and time-management skills
- Must be highly confident and effective in talking, dealing,
presenting, selling, negotiating with various job levels - from
assistants, managers, to business owners and executives across
different industries
- Must have grit or a strong sense of passion and
perseverance
- Self-motivated, resilient, and enthusiastic; Must have a
personality and character that can prudently deal with rejection
without letting it impact the ability to be successful and exceed
own performance results
- Incentive and money-driven; gets the extra push and motivation
through rewards, career enhancement, and skills improvement
opportunities
- Highly confident; can speak through their confidence
- Superior web navigation and computer skills
- Ability to multitask; talk, type, not get distracted
- Highly independent and proactive; can work with minimal
supervision and guidance
Keywords: Full Potential Solutions, Lee's Summit , Inside Support Agent, Sales , Lees Summit, Missouri
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