General Care Specialist

About UsFull 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 respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personalOur Mission: To create conditions within which people can thrive!As a Gen Care Specialist, you will be delivering an exceptional customer experience for our fiber and cable customers. In this role, you will handle inbound customer care calls, helping customers with billing questions, service concerns, account support, and product needs.This role is about much more than answering calls — it is about helping customers stay connected, solving problems with urgency and empathy, and making every interaction a positive one. Our customers count on us to provide reliable service and trusted support, and this position plays a key role in building loyalty and confidence in the client brand.Success in this role is built on the three core pillars of customer care:Resolve the issue — address the customer’s immediate need with accuracy and ownershipPrevent the next — reduce repeat calls by identifying root causes, educating the customer, and proactively addressing future concernsPosition new products and services — recommend solutions that improve the customer’s experience and meet their evolving needsThis position has a direct impact on important business and customer care outcomes, including First Call Resolution, reducing repeat contacts, improving customer satisfaction, retaining customers, and growing revenue.Duties and ResponsibilitiesHandle inbound customer care calls in a fast-paced call center environmentResolve billing questions, service concerns, and account issues with a focus on First CallResolution and reducing repeat contactsDeliver a best-in-class customer experience through empathy, professionalism, and problem-solvingProactively work to reduce repeat calls by addressing root causes and helping prevent future issuesEducate customers on their accounts, services, billing, and available optionsUse a consultative approach to recommend and position new products and services based on customer needsAccess and update customer accounts while speaking with customersMaintain knowledge of products, services, systems, and industry updatesSupport team goals related to customer satisfaction, retention, and growthQualificationsSoft SkillsStrong communication skills and the ability to build rapport with customers over the phoneA genuine passion for helping customers and creating a positive experienceThe ability to manage multiple priorities in a fast-paced environmentStrong judgment and problem-solving skillsComfort navigating multiple computer systems while actively engaging with customersA team-oriented mindset and the ability to handle challenging situations with professionalismWillingness to learn product knowledge, billing systems, and sales techniquesFlexibility to work rotating schedules, including evenings, weekends, holidays, and overtime as needed.Technical SkillsProficient in navigating multiple computer applications and systems simultaneously while handling live customer interactions.Experience using CRM, customer account management, and billing systems to access, update, and maintain customer records.Strong computer literacy with the ability to accurately document customer interactions and process account updates in real time.Ability to troubleshoot basic account, billing, and service-related issues using internal knowledge bases and support tools.Experience, Education, AgeAt least 1-2 years of experience in a call center environment preferably handled inbound Telecommunications inquiries (Basics of Customer Service, Billing, and Sales)Billing experience in a call center environment is required.Knowledge in basic Internet troubleshooting is a must.Inbound sales background is a plus.1+ years PC experience in a Windows environment preferred.Completed Senior High School or its equivalent (2nd year college).Legal age of employment; at least 18 years old.