Pre-Sales Advisor - Full Potential Solutions

Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes, and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees.  

Our mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental, and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our 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, we can drive excellence for our clients. 

Our Core Values: 

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect.
• Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a 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. Be humble. Make work personal.

As a Business Retention Specialist, you will be responsible for maintaining customer relationships and retaining existing business clients by providing exceptional customer service and ensuring that customers are satisfied with our products and services. You will be the primary point of contact for customers calling to cancel their services and will work to identify and resolve any issues that may be causing them to consider canceling. You will also be responsible for promoting our Value-Added Services (VAS) products to Small-Medium Business (SMB) customers who need to edit an order, and for saving offers by identifying and addressing customer concerns. Additionally, you will be responsible for making outbound calls to customers to ensure that they are satisfied with our services and to identify opportunities to upsell or cross-sell additional products and services.

Responsibilities

• Work to retain customers by addressing their issues and providing relevant solutions.
• Engage with customers who are calling to cancel their services to identify and resolve any issues that may be causing them to consider cancelling
• Promote our Value-Added Services (VAS) products to SMB customers who need to edit an order
• Save offers by identifying and addressing customer concerns, and working to resolve any issues that may be causing customers to consider cancelling
• Make outbound calls to customers to ensure that they are satisfied with our services, and to identify opportunities to upsell or cross-sell additional products and services
• Identify and address customer concerns in a timely and effective manner
• Maintain accurate records of customer interactions, including phone calls, emails, and chats
• Collaborate with other departments, such as sales and customer service, to ensure that customer needs are met
• Stay up-to-date on company policies and procedures, and ensure that all interactions with customers are compliant with those policies

Qualifications

• High school diploma or equivalent required; bachelor's degree in a related field preferred
• Minimum 1-2 years experience in the customer service, retention, and sales industry, preferably in a call center environment
• Excellent communication and interpersonal skills
• Highly flexible; takes varied call types within the call center environment; adjusts call handling performance and metrics as business needs require.
• Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail
• Ability to meet or exceed sales targets and customer satisfaction metrics
• Familiarity with CRM software and sales tools preferred
• Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required.
• Must be willing to go through pre-employment background checks, drug tests, and assessments.
• Must be available to go onsite to complete training and work from home afterward.