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

CapitalOne; United States; Remote; USD 57,000 - 65,000; Full time

Job summary

Capital One is seeking a Principal Coordinator for Empower Dealer Success (EDS) to support dealer resolutions, Navigator support, and billing from a 100% remote capacity. The role involves end-to-end billing, inbound/outbound call/chat support, and collaboration with product teams to ensure effective onboarding and service excellence.

The ideal candidate has at least 3 years in customer service, 2 years in financial services, and 1 year using Google Sheets, with strong communication and

Qualifications

• 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.

Responsibilities

• Handle end-to-end billing support.
• Provide Dealer Navigator and product support via call/chat.
• Follow processes to onboard and service various cases and tasks.
• Build relationships with EDS vendors including web hosts and inventory aggregators.
• Manage daily workload with strong time management.
• Investigate issues and identify product defects and dealer dissatisfaction for improvement.
• Respond promptly and professionally to internal and external customers and escalate when needed.
• Communicate effectively with sales, vendors, and dealer partners.
• Continuously update job knowledge through active listening and engagement.

Skills

Customer service

Call center

Google Sheets

Communication

Education

High School Diploma or GED

Tools

JIRA

Salesforce

Job description

Job Description:

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.

Responsibilities:

• 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
• 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

Job Level: Principal Coordinator

Department Hours

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

Basic Qualifications:

• 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

Preferred Qualifications:

• 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

Work from Home Technology Requirements

• 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 www.google.com, 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.

Work from Home Location Requirements

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.

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $56,800 - $64,800 for Principal Ops Prod Coor