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This is your opportunity to join Capital One’s fast-growing consumer app: Capital One Shopping. Within Capital One, the Shopping team is working on a new consumer product that seeks to change the way people buy things online. Our mission is to deliver a best-in-class shopping and savings experience for our millions of customers while driving incremental and sustainable sales for our merchant partners.
Capital One is seeking a self-motivated individual with organizational skills, attention to detail, strong written communication skills, and the ability to work independently in an open and collaborative team environment with our Customer Experience team. The ideal candidate will have the ability to adapt and thrive in a dynamic, fast paced environment while displaying sound judgment in decision making.
Responsibilities:
Process incoming Capital One Shopping customer inquiries.
Serve in a lead capacity for handling escalated customer issues and providing resolution, ensuring a high level of customer satisfaction and adherence to Legal and Compliance guidelines.
Partner with internal departments to resolve escalations requiring cross-functional coordination.
Strong written communication skills required to interact with internal and external customers on a daily basis
Maximize efficiency in a constantly evolving environment where the goals can be ambiguous and the process fluid.
Continuously evaluate and refine customer service processes to enhance efficiency and effectiveness.
Identify and implement automation opportunities to streamline workflows.
Establish and manage feedback loops to gather user insights, identify pain points, and relay these to relevant teams for continuous improvement.
Basic Qualifications
High School Diploma, GED, or equivalent certification
At least 1 years of Customer Service Support Experience
Preferred Qualifications
Bachelor’s degree or military experience
2+ years of experience in Customer Service
2+ years of experience using Zendesk
Demonstrated success handling escalated clients
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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): $64,700 - $73,900 for Process ManagerRichmond, VA: $64,700 - $73,900 for Process Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
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