Client Success Representative

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!

Responsibilities

Customer Intake Specialists take calls from claimants who have passed through our Intake screening process. The specialist will take medical updates, answer inquiries about claim status, back pay information, hearing schedules, timelines and documents needed for submission to the Social Security Administration (SSA). They will also place outbound calls to SSA Customer Intake Specialists and other government agencies and coordinate with other departments within Citizens Disability.

Qualifications

Soft Skills

• Strong English-language speaking skills, both reading from the script and unscripted.
• Strong phone skills. Ability to speak clearly and confidently to the caller.
• Ability to steer the conversation and not be overwhelmed or lose focus.
• Highly efficient multitasking skills.
• Good customer service orientation.
• Strong attention to detail and retention of information.
• Ability to relay information/instructions to elderly people comprehensively.
• Can work without direct supervision.
• Has a great understanding of FPS’ core values.
  
  

Technical Skills & ISP Requirements

• Good web navigation and computer skills; will navigate and toggle 5 windows at the same time
• Has exposure to google docs and MS Office.
• Experience in using Salesforce is a plus.
• Must have a strong and stable internet main and back up connections at home.
• With at least 50 mbps postpaid subscription and proof of internet billing; actual speed of at least 50 mbps download and not less than 10 mbps upload.
  
  

Experience, Education, Age

• Minimum of 1 year Customer Service-specific experience in a Call Center set-up.
• Experience in Inbound & Outbound campaigns is a plus.
• At least 2 years in College, any course or Senior High School graduate or its equivalent.
• At least 25 years to 35 years old.
• Legal age of employment; at least 18 years to 40 years old.