Full Time Work at Home Senior Customer Service Representative

Knolls 1 (12034), United States of America, Glen Allen, Virginia

Full Time Work at Home Senior Customer Service Representative

The Role: 

Capital One has expanded our Customer Service positions to a Work at Home role. We are looking for agents that demonstrate self motivation, strong communication and time management skills, as well as a positive attitude to join our amazing Work at Home Team. This is an exciting full time opportunity for the right candidate to provide an unmatched experience to our loyal customers through one call resolution. 

- Candidate must live within 75-100 miles from the Richmond site (4881 Cox Road Glen Allen, VA 23060) 

Responsibilities for this role: 
- Understand and answer account specific questions; deliver exceptional quality service by utilizing all available channels and going above and beyond on every call 
- Educate customers on the utilization of Capital One’s credit cards, rewards services, continued loyalty, and spend, and ability to translate customer behaviors into recommendations for card use and new card acquisition 
- Capable of and comfortable with working through challenges to achieve the desired result. 
- Comfortable with change 
- Proficiency with Microsoft products (Word, Outlook) 
- Able to troubleshoot basic computer issues 
- Thrives in a self-paced environment 
- Able to operate independently and maintain a quiet, remote work environment. 
- Provide feedback to managers to help enhance the customer experience. 

Success in this role requires the following: 
- Passionate customer service advocate 
- Strong time management and multi-tasking skills 
- Ability to troubleshoot basic computer issues 
- Ability to be self-motivated and operate autonomously in a quiet, remote work environment 
- Capable of working through changes and challenges to achieve the desired result 
- Possess strong decision making ability and pay close attention to detail 

Work at Home Additional Information: 

- Candidate must live within 75-100 miles from the Richmond site (4881 Cox Road Glen Allen, VA 23060) 
- Training for this role is 7 weeks, Monday-Friday, from 8am-5pm. You will have to be at the Richmond site for the first 2 days and then the majority of the training will be completely virtually from your home. There is a possibility that you could be asked to come to the Richmond site during training. 
- It is mandatory that you attend and complete all 7 weeks of training. 
- The schedules are based on business needs and are a 1 year commitment. 
- The department is open 24 hours/7 days a week for our customers. 
- After training is complete, you may be asked to come to the Richmond site for Business for Technical needs. 
- This role requires a home office environment that is free from background noise and distractions. 
- A high speed broadband internet service provider is required in the home office space (No dial up or Satellite internet service providers). A hardwired internet connection is required upon start to perform the duties of this job. 
- The Internet service provider speed/bandwidth must be 1 megabyte per second or higher is required. Please contact your internet service provider for confirmation. 
– Please check your internet service provider speed/bandwidth here, http://www.speedtest.net/ 
- The internet connection can only be used for Capital One purposes during your schedule. 
- Ability to sit in front of a PC monitor for extended periods of time 
- Our ideal candidate should have strong, independent, problem solving skills and should be able troubleshoot technical issues.

Basic Qualifications: 
- High School diploma, GED, equivalent certification, or Military experience 
- At least 1 year of experience in a Customer Service role 

Preferred Qualifications: 
- Bachelor’s Degree or military experience 
- 2 years customer service experience in financial services or at least 2 years customer service experience in credit card services    

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

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