Customer Support Specialist

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, 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 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!

- Partner Support Specialist (Vehicle Towing Dispatch & Data Clean Up (Project Based Agents)

There are 2 types of calls:

For "Service Calls”, agents will either give information of vehicle location or alternate numbers to direct customers.
- For "Dispatch Calls", agents will handle the issue to the best of our ability or direct the escalation process as necessary. Most issues or calls can be handled at our level. Some calls may require calls to police agencies and possibly follow-up calls to the tow truck driver or their company dispatch.

- Here is the usual call flow:

Service Calls - Receive pertinent vehicle information from customer, find the vehicle in the system, give the impound information to the customer or receive pertinent vehicle information from customer. If we cannot find the vehicle information in the system, give the customer an alternate number/course of action to follow.
- Dispatch Calls - Can largely vary with the nature of the call. They could be as simple as updating tow/equipment/location information or can be as drawn out as technical assistance/troubleshooting/over-the-phone walkthrough with the end-user web-based application or driver mobile app.

- Top call/email/chat drivers: Customer issues, concerns, challenges:

Service Calls - People trying to locate their vehicles.
- Dispatch Calls - Tow drivers needing location updates, agencies needing to update tow information. Any end-user requiring assistance with our software/app Training does cover these items.

- Other duties may include:

Relay information between towing companies, vehicle owners, drivers, local enforcement and other stakeholders quickly and accurately.
- Help drivers address immediate problems or respond to complications, connecting them to a towing company.
- Represent Autura well in their interactions with vehicle owners, drivers, towing companies, service stations and local enforcement.
- Remain calm under pressure, providing reliable and helpful service and answering caller questions.
- Documenting conversations. Keep records of calls, towing company information and towing details. Staying focused on tasks and communicating accurate information.
- Move quickly in a fast-paced environment and provide service in a timely manner and meet vehicle owners and drivers' needs effectively.
- Use computers and popular computer programs and read maps accurately.
- Perform additional duties where needed.

Qualifications

Soft Skills

- Good English Communication skills. Articulate and confident speaking and writing abilities.
- Excellent active listening skills with a positive attitude, energy, and demeanor.
- Ability to relay information in a fast-paced environment.
- Customer experience oriented.
- Excellent Problem Solving Skills. Ability to identify, analyze and execute solutions.
- Ability to remain calm under pressure and to calm other people during rapidly changing circumstances.
- Ability to prioritize, multitask and remain organized with different and sometimes conflicting events happening at the same time.
- Excellent time management skills.
- Confidence with computers and popular computer programs.
- Understanding and knowing how to read maps, roads and navigation.
- Flexibility with work schedule preferred.

Performance Expectations

- Consistently meet metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.
- Consistently meet metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).
- Work all scheduled shifts and communicate in a timely manner when absences are necessary.

Technical Skills & ISP Requirements

- Typing speed of at least 35 WPM.
- Superior web navigation and computer skills.
- Experience with google map or navigation tools is preferred.

- Must have a strong and stable internet connection at home.
- With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.

Experience, Education, Age

- Must have 2 years of Call Center experience in BPO.
- Sales experience in a call center environment is a preference for JoyRide LOB.
- Payables and accounting experience is a preference for Accounts Payable
- Customer Service Experience in Voice, Email, Chat or Omni Channel and Multi Touch Point program is required.
- Full length Service or Emergency Dispatch experience is an advantage.
- 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.