Job description
Overview:
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:
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.
The Bilingual Customer Experience Expert is responsible for supporting customers by responding to customer inquiries not limited to technical, functional, general inquiry and billing. They provide first call resolution to all inquiries received via phone call, email or chat.
As a Customer Experience Expert, you can earn $35,000 per year plus bonuses and incentives. Responsibilities:
Full Potential Solutions (FPS) is a new performance based outsourcing firm headquartered in Boston, MA with operations in Kansas City, MO; Metro Manila, 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.
The Bilingual Customer Experience Expert is responsible for supporting customers by responding to customer inquiries not limited to technical, functional, general inquiry and billing. They provide first call resolution to all inquiries received via phone call, email or chat.
As a Customer Experience Expert, you can earn $35,000 per year plus bonuses and incentives.
- Manage incoming technical product support requests and triage situations (technical, functional, or billing)
- Provide technical support through phone, email, and chat communications
- Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users.
- Identify areas needing improvement and develop plans necessary to continuously move sales and marketing teams forward.
- Provide pre-sales product support to prospective customers
- Provide a professional and timely response to all customer/client inquiries in accordance with the company’s policies and procedures utilizing FPS systems.
- Provide excellent customer service by promptly and courteously responding to all inbound inquiries
- Utilize product schematics and Illustrated Parts List (IPL)
- Executes analysis and action plan regarding parts failure/parts issues. Identifies corrective action steps required utilizing data from other departments. Represents the parts dept. as the liaison in related meetings with these inter-company teams.
- Identifies transaction type (warranty /rental /repair and many others). Assesses required action items and creates the action plan, including setting appropriate escalation level, conclusion timeline, and procedure steps.
- Ensures all requests for Service Parts support are promptly and accurately addressed; executes sales orders, price quotes, and warranty transactions; answers customer questions regarding if part failure covered under current warranty; and communicates the next step to leadership.
- Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high-quality working relationships both internally and externally with customers and suppliers.
- Effective communication skills to handle complaints and diverse customers while maintaining a high level of service required.
- Demonstrated skill in writing concise, logical and grammatically correct correspondence
- One (1) year of customer service experience and dealing with escalated service issues in a call center environment, retail experience, tech support, and expertise in the on-line retail industry preferred.
- Must be detail-oriented, organized, and able to adhere to operational processes
- Results-oriented and demonstrated ability to effectively manage multiple priorities simultaneously and meet compressed/critical deadlines in a fast-paced environment
- Strong customer focus, both internal and external
- Strong problem-solving skills
- Ability to thrive in a fast-paced, rapid growth environment required.
- Ability to multitask and manage multiple projects required.
- Strong mechanical and technical aptitude, preferred.
- A self-starter with a positive attitude and strong work ethic required.
- Exhibit excellent computer skills and strong knowledge of Microsoft Office products
- Flexibility with hours and days, although the position will assign regular shifts.
- Currently hours of operation is M-F 8 am to 7 pm, but could include Saturdays during peak season
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