Client Care Specialist

2 weeks ago

Kansas City Missouri, United States Full Potential Solutions Full time

Overview:


Full Potential Solutions (FPS) is a performance-oriented, analytically driven organization specializing in omnichannel solutions. We prioritize our culture and employees, fostering an environment where individuals can thrive.

As a rapidly expanding global entity, we attract top talent, utilize efficient processes, and leverage proprietary technology to provide innovative solutions for our clients while ensuring rewarding careers for our team members.

Our commitment to our workforce and emphasis on a positive culture stems from our belief that satisfied and engaged teams yield exceptional results.

FPS provides a competitive benefits package, including an attractive compensation structure, comprehensive medical, dental, and vision coverage, as well as opportunities for significant career advancement within a dynamic organization.


Core Values:
Integrity - Uphold ethical standards for clients, shareholders, partners, and colleagues; prioritize teamwork over individual interests; foster mutual respect.

Excellence - Strive for outstanding client outcomes; recognize and reward high performance; continuously seek improvement.

Accountability - Embrace ownership of responsibilities; take pride in work; assess results diligently; exhibit passion.

Grace - Honor and appreciate diversity; support one another; practice humility; personalize work interactions.

Mission:
To cultivate an environment where individuals can excel.


We offer a robust compensation and benefits package, including health, dental, and vision insurance, generous paid time off, a performance-based bonus system, and opportunities for professional development.

This position is full-time and requires onsite engagement.

As a Client Care Specialist, you will serve as the intermediary between our clients and their current and prospective customers. You will address complex inquiries related to customer service or billing, which are primarily routine in nature. This role typically supports both account-related concerns and billing inquiries, resolving issues that may occasionally necessitate follow-up or escalation to higher expertise. Interactions may occur via live chat or phone. Support is generally focused on existing clients, but you may also assist new clients with incoming sales inquiries. A solid understanding of company products and services is essential, as you will be expected to assess needs and suggest or promote additional products or services. Flexibility in working hours may be required during peak periods.

Key Responsibilities:
Work processes, call types, and sales approach:

Maintain and clarify relationships with existing customers.


Outbound calls will be limited and only conducted as necessary to follow up with customers who could not resolve their issues during the initial contact.

The primary objective is to achieve resolution on the first call.

Engage with existing and new customers to present a range of products and services.

Ensure daily clearance of outstanding orders to prevent any delays.

Adhere to established procedures and receive guidance on newly implemented policies and procedural changes.

Demonstrate the ability to resolve complex customer challenges and restore consumer confidence.

Expected Outcomes:
Achieve a high level of customer satisfaction and confidence in all interactions.


Deliver customer experiences that meet or exceed expectations as measured by key performance indicators, including Customer Satisfaction, Contact Resolution Rate, Sales Metrics, and Average Handle Time.

Maintain accurate documentation for all customer interactions.

Provide support that fosters high customer satisfaction and transforms detractors into promoters.

Develop an understanding of various markets and competitive offerings.

Qualifications:

Requirements:
Exhibit excellent communication and superior customer service skills, demonstrating professionalism in all interactions.

Ability to manage highly escalated calls effectively.

Strong understanding of safety-related calls.

Self-motivated, detail-oriented, and highly organized.

Exceptional language and communication skills (both written and verbal) with a robust understanding of US culture and consumer behavior.

Ability to engage in conversation while typing simultaneously.

Typing speed of 25+ words per minute.

High School diploma or GED required.

Availability for full-time shifts, including holidays and weekends.

Willingness to work onsite.

Skills and Abilities

High proficiency in communication across multiple platforms.

Must be able to establish connections through voice or written messages, with less emphasis on face-to-face interactions.

A pleasant phone demeanor is advantageous.

Exhibit strong oral expression and presentation skills; articulate and eloquent.

Adaptable to various customer types; engaging and quick-witted.

Strong analytical and problem-solving capabilities.

Attention to detail; excellent planning, organizational, and time-management skills.


Confident and effective in communication, negotiation, and selling across various job levels, from assistants to executives in diverse industries.

Demonstrate resilience and enthusiasm; possess a personality that can handle rejection while maintaining performance.

Driven by incentives and motivated by rewards, career growth, and skill enhancement opportunities.

Highly confident; able to convey confidence through communication.

Proficient in web navigation and computer skills.

Ability to multitask; engage in conversation, type, and maintain focus.

Independent and proactive; capable of working with minimal supervision.

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