Summary: This role focuses on saving and managing new and pending customer orders, including status calls, rescheduling, and cancellations, while also handling retention for customers wishing to cancel services. Highlights: 1. Focus on customer retention and order management 2. Engage with customers to manage service orders and upgrades 3. Utilize problem-solving skills in a call center environment **About Us** **Full Potential Solutions (FPS)** is a performance\-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, 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 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, 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! **Primary Focus:** * Save new pending orders * Handle pending order status calls * Appointment reschedules * Handle pending order status calls * Appointment reschedules * Pending order cancellations **Roles and Responsibilities:** * Retention for prospect customers wishing to cancel their order * Outbound SAV queue * Field Technician cancellation calls * Rescheduling service orders for prospect customers * Review stage code orders to educate customers on installation status * Partner with dispatch or assignment to move pending orders forward * Modify pending orders to upgrade or downgrade speeds * Modify pending orders to add or remove features * Review drop status * Modify home/email address for prospect customers **Qualifications** * Experience in sales/retention and customer service is a requirement; must be able to execute basic sales skills in a high performance environment * Minimum of 1 year experience in the Call Center Environment * Advanced problem\-solving skills and can effectively communicate with customers and work groups * Ability to multi\-task and have organizational and data entry skills * Strong attention to detail and the ability to follow directions * Excellent customer service and communications skills * Effective listening and analytical skills, as well as the ability to summarize information and offer solutions. * Strong outgoing personality and great work ethic. * 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 and medical assessment * Willing to work onsite