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<p><strong>About Us</strong></p><p><strong>Full Potential Solutions (FPS)</strong> 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.</p><p>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.</p><p><strong>Our Core Values:</strong></p><ul><li><strong>Integrity</strong> - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect</li><li><strong>Excellence</strong> - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement</li><li><strong>Accountability</strong> - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate</li><li><strong>Grace</strong> - Respect and appreciate differences, Care for one another, Humility, Make work personal</li></ul><p><strong>Our Mission</strong>: To create conditions within which people can thrive!</p><p><strong><em></em></strong></p><p dir="ltr"><strong>Duties and Responsibilities:</strong></p><ul><li><strong></strong>Ability to identify concerns through Chat and effectively engage with customers patiently, tactfully, and efficiently to provide best-in-class service.</li><li>Use critical thinking skills to research customer needs/ identify solutions</li><li>Utilize all tools and resources to provide customers with accurate Information/solutions</li><li>Apply knowledge of products/ services</li><li>Accurately follow Frontier processes and procedures.</li><li>Meet/exceed productivity goals and SLAS</li><li>High level of customer satisfaction and confidence with all interactions</li><li>Deliver customer experience above customer/shareholder requirement as measured by key metrics</li><li>Accurate note documentation for all customer interactions.</li><li>Ability to maintain a high level of customer satisfaction.</li><li>Ability to effectively convert detractors to promoters.</li><li>Required to understand market behavior and Frontier’s competitive offers</li><li>Maintains/expands relationships with existing customers.</li><li>Consults with existing/new customers to offer variety of products and services</li><li>Work at clearing outstanding orders daily to ensure no impact or delays.</li><li>Follows established procedures and receives instruction on newly implemented policy and procedure changes.</li><li>Ensures compliance with supervisor requests and escalation procedures</li><li>Ability to solve complex customer challenges/regain consumer confidence.</li></ul><ul></ul><p><br></p><p dir="ltr"><strong>Qualifications</strong></p><p dir="ltr"><strong>Soft Skills</strong><strong></strong><strong><br></strong></p><ul><li><strong></strong>Ability to clearly communicate in the Frontier Voice and embody Frontier's personality traits</li><li><strong>Fast typing skills (Minimum 35 WPM at 100% accuracy to 44 WPM at 95% accuracy)</strong></li><li><strong></strong>Ability to multitask with concurrent chat and desktop management skills</li><li>Ability to think critically and troubleshoot effectively</li><li>Ability to remain professional when responding to unfriendly or difficult customers.</li><li>Ability to interpret billing statements, including identifying applied credits and understanding rate increases</li><li>Ability to remain emotionally aware in difficult conversations.</li><li>Possesses high critical thinking skills, resourcefulness, and customer service oriented.</li></ul><p></p><ul></ul><ul></ul><p dir="ltr"><strong>Experience/Education/Age</strong><br></p><ul><li>At least 1 year chat experience in any vertical</li><li>Preferably handled Telecommunications inquiries (Basics of Customer Service, Billing, and Sales).</li><li>Billing experience in a call center environment is required.</li><li>Inbound sales background is a plus.</li><li>Completed Senior High School or its equivalent (2nd year college).</li><li>Legal age of employment; at least 18 years old.</li></ul><ul></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...