Locations: US Remote, United States of America
Work From Home - Universal EDS Ops, Principal Coordinator
Due to the amazing growth and future projections of Navigator Platform, and the need to invest in world class service for our valuable dealer partners, we are looking to expand the footprint of EDS operations. The associate will engage in dealer resolutions, Dealer Navigator support, call/chat, product support and billing.
Responsibilities
- Execute E2E 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 escalate
- 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
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Basic Qualifications:
- At least 1 year of COAF Auto Finance, operations or sales experience
- High School Diploma, GED, or Equivalent Certification
- At least 1 year of experience using Google Suite products
Preferred Qualifications:
- At least 6 months of experience using JIRA
- At least 6 months of experience using Salesforce
- At least 2 years of COAF Auto Finance, operations or sales experience
- 1+ years of experience in activations, inventory, billing
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
- ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
- 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 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): $56,800 - $64,800 for Principal Ops Prod Coor
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.
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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.
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