Empower Dealer Success (EDS) Principal Ops Coordinator - Work from Home

Capital One•Richmond, VA

18d•Remote

About The Position

Empower Dealer Success (EDS) Principal Ops Coordinator - Work from Home 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 Empower Dealer Success (EDS) operations. The associate will engage in dealer resolutions, Dealer Navigator support, call/chat, product support and billing.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of customer service or call center experience
At least 1 year of experience using Google Suite products
At least 2 years of experience working in the Financial Industry
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.
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.

Nice To Haves

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

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