Job Description

Customer Service Senior Representative

Work from home opportunity available for a Customer Service Senior Representative. The experience you'll gain here is one that allows you to work virtually at home in a challenging role. As a Capital One Customer Operations associate, you'll be at 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, or Utah.

Capital One is committed to taking care of our customers with compassion and real solutions. Our Customer Care team is supported and empowered to be the best people to people. That's life at Capital One.

Here's what we are looking for in you:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers
• Exercise good judgment and independent decision-making skills
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record
• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

Responsibilities include handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills. These routine customer service inquiries require the use of 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, statement and APR inquires, and processes credit line increase and decrease requests. Navigating a computerized system for responding and/or troubleshooting to customer questions.

The benefits at Capital One include a complete benefits program designed to help you be your happiest, healthiest self. Our unique benefits and enrollment programs are backed by our belief that great work doesn't mean sacrificing your well being. It's part of our mission to set the standard for personal flexibility, so you can grow here and at home.

Basic qualifications include a high school diploma, GED or equivalent certification and at least 1 year of customer service or call center experience. Preferred qualifications include at least 2 years of customer service or call center experience.

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