Product Support & Resolution Principal Ops Coordinator, Empower Dealer Success Team - Work from Home

Product Support & Resolution Principal Ops Coordinator, Empower Dealer Success Team
- Work from Home

Due to the amazing growth and future projections of Capital One's Navigator Platform, and the need to invest in world class service for our valuable dealer partners, we are looking to expand the footprint of Empower Dealer Success (EDS) operations. The associates in this role will engage in dealer resolutions, Dealer Navigator support, call/chat, product support, and billing.

• Execute E2E (End-to-End) billing support
• Execute E2E Dealer Navigator and product support
  - Call/Chat Center with inbound and outbound calls
• Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
• Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
• Apply effective time management skills to manage daily workload
• Investigate issues and apply sound judgment to detect and mitigate product defects, dealer dissatisfaction, and areas of improvement
• Respond promptly and professionally to internal and external customers and discern when to appropriately escalat e
• Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
• Responsible for continuous improvement of job knowledge by exercising active listening and engagement
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Closely partner with product teams and provide Subject Matter Expert understanding and updates to the team and written documentation
• Participate in special projects and ad hoc requests as needed

Principal Coordinator

Monday
- Saturday 8:00am-7:00pm CST & Sunday 11:00am-5:00pm CST

• High School Diploma, GED, or equivalent certification
• At least 3 years of customer service or call center experience
• At least 2 years of experience working in the financial industry
• At least 1 year of experience using Google Sheets

• At least 1 year of auto finance experience
• At least 1 year of system activations, inventory management, or billing experience
• At least 6 months of experience using JIRA or Salesforce

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
• A private network that is password protected where you have ownership or line of site sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
• To validate ISP speeds from a Chrome browser, go to , type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

The minimum and maximum…