OverviewFull Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India 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 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 respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personalOur Mission: To create conditions within which people can thrive!  Responsibilities As a Customer Resolution Specialist you will provide a personalized and comprehensive support to earners that drive the vehicles. The scope and responsibilities for this particular line of business is ranging from the general concerns down to the most complex issues encountered by the earners on a regular basis. Under Escalations LOB, earners are expected to be provided with a more in-depth understanding and long-term resolution of their current concerns especially in addressing recurring issues.Top concerns include:Account and App issues- managing drivers and delivery partners.Earnings and Payments- tracking the drivers' daily and weekly earning goals.Driver Rating System- educate earners on how the feedback system works from every successful trip.Assistance is provided via 3 modalities which include: Phone, In-app Messaging, and Chat. QualificationsQualificationsSoft SkillsExcellent English communication skills.Advanced problem-solving skills and ability to effectively communicate with others.Ability to multi-task and have organizational skills necessary to manage work-flows independently.Listen, handle and carefully attend to rider needs and concerns; demonstrate empathy while maximizing opportunity to build rapport.Be able to identify rider concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.Educate rider support options and steps being taken to resolve the issue.Experience with the following devices is an advantage.Personal computer (PC) or Apple Mac computerSmartphones, Digital Music Players, TabletsMusic downloading and organizing Ability to work under pressure in a positive culture.Clear track record of exhibiting our core values.Ability to work from home in a quiet environment free of background noise and interruption.Must be willing to work onsite eventually.Must be willing to go through pre-employment background and drug screening.Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.Technical Skills & ISP RequirementsTyping speed of at least 35 WPM.Superior web navigation and computer skills.Must have a strong and stable internet connection at home.With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.Experience, Education, AgeMust have 2 years of Call Center experience in Customer Service or Sales programs.Experience as a Subject Matter Expert (SME), Retention and Tier 2 programs is a plus.Ride hailing and delivery experience is also an advantage.At least 2 years in College, any course or Senior High School graduate or its equivalent.Legal age of employment; at least 18 years old.