Work from Home - Customer Service Senior Representative

Capital One; Salt Lake City (UT); Remote; USD 39,520; Full time

Job summary

A leading financial services firm in the United States is seeking a Customer Operations Associate to provide top-notch customer support virtually. This role involves handling inquiries and resolving issues through effective communication. Ideal candidates will have a high school diploma and at least one year of customer service experience. The position offers competitive pay at $19 per hour and requires the ability to work remotely, ensuring a secure and reliable internet connection.

Qualifications

• At least 1 year of customer service or call center experience.
• Ability to demonstrate empathy when assisting customers.

Responsibilities

• Handle routine customer service inquiries via multiple channels.
• Navigate computerized systems for troubleshooting customer questions.
• Assist with inquiries about reward redemptions and account updates.

Skills

Customer service skills

Problem solving

Effective communication

Education

High school diploma, GED or equivalent

Job description

Overview

The Experience:

Are you looking for a challenging role that includes the convenience of working virtually at home? We’re looking for people who’d like to turn this opportunity into a meaningful career. As a Capital One Customer Operations associate, you’re the heart of Capital One. To be eligible for this role, candidates must reside in one of the following states:

• Arizona
• Delaware
• Maryland
• New Jersey
• Ohio
• Pennsylvania
• Utah

We are looking for individuals who listen carefully and respond with, “How can I help?”, to provide compassionate, real solutions and support to customers. Our Customer Care team is supported and empowered to be the best people-to-people, with a focus on customer care and back-up support throughout the employee journey.

Responsibilities

• Handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills using standard screens, scripts and procedures
• Demonstrate empathy with customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statements and APR inquiries, and processes for credit line increases and decreases
• Navigating a computerized system for responding to and/or troubleshooting customer questions

Qualifications

Basic Qualifications:

• High school diploma, GED or equivalent certification
• At least 1 year of customer service or call center experience

Preferred Qualifications:

• At least 2 years of customer service or call center experience

Work from Home Technology Requirements

• A secure home office environment free from background noise and distractions
• A reliable private internet connection not supplied via cellular data or hotspot
• A private network that is password protected with ownership or control over all devices on the network
• Internet service provided by cable or fiber ISP
• Hotspots and satellite services are prohibited and do not meet performance criteria
• VPN ISP speed: at least 100 Mbps download and 10 Mbps upload
• To validate speeds, run Speed Test from a Chrome browser (go to www.google.com and search Speed Test)
• Hardwire Ethernet connection is required

Capital One reserves the right to request proof of internet provider, speed and service package. Requirements are subject to change with sixty (60) days notice. ISP specs can vary by provider and location. If internet stability issues occur, Capital One may require an upgrade to ensure a good customer experience.

Compensation

• $19 per hour

Schedules

We’ve got you covered with a variety of shifts. Start times range between the following hours:

• 12:30 PM - 7:00 PM EST (DE, PA, NJ, MD, OH)
• 10:30 AM - 5:00 PM MDT (UT)
• 9:30 AM - 4:00 PM MST (AZ)

Note: Shifts are Monday – Friday with weekends as assigned.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Salary and Benefits

The minimum and maximum full-time annual salaries are location-based and listed for reference in the offer letter. Salaries for part-time roles will be prorated based on hours. Capital One offers a comprehensive benefits package designed to support total well-being. Eligibility varies based on status and management level. This role is expected to accept applications for a minimum of 5 business days.

EEO and other notices: No agencies. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in accordance with applicable laws. Capital One maintains a drug-free workplace. Capital One will consider qualified applicants with a criminal history in a manner consistent with applicable laws and regulations. For accommodations in the application process, contact Recruiting at 1-800-304-9102 or [e-mail]. For technical questions about recruitment, email [e-mail]. Capital One does not provide or guarantee third-party products or services appearing on this site. U.S. positions: this posting may refer to entities such as Capital One Finance and related entities; Canada/UK/Philippines positions refer to respective Capital One entities.