Live Chat - Capital One Investing

  • Company: Capital One
  • Posted: December 21, 2016
  • Reference ID: R16272
Plano 2 (31062), United States of America, Plano, Texas

Live Chat - Capital One Investing

Capital One, a Fortune 500 company and one of the nation’s Top 10 banks, offers an unmatched range of financial products and services to consumers, small businesses and commercial clients. At Capital One, we dare to dream, disrupt and deliver a better way for our customers, the financial industry and for each other.   By combining a strong balance sheet, resilient businesses, and a massive customer franchise, we feel that we have amazing combination to achieve our goal!  Capital One has developed an exceptional work environment where people with a variety of thoughts, ideas and backgrounds are guided by our two main values, Excellence and Do the Right Thing. They come together to make Capital One a great company, as well as a fantastic place to work!

The Live Chat Administrator is responsible for managing, maintaining and improving our online chat offering. In this role, you will be the primary technical resource for Live Chat related issues within the company and will act as a subject matter expert for technical issues that arise relating to the Live Chat application, This is a key position within Customer Service and will interact regularly with the Product department in support of their analytical and planning needs. 

Essential Functions:
-Partner internally and externally with multiple teams to drive Live Chat system improvements 
-Maintain the functional areas of data management, including all reporting needs 
-Perform daily administration of the Live Chat application, 
-Manage back office IT backlog items and support IT development efforts 
-Compile, analyze and communicate other key Customer and marketing data 
-Manage bulk exports of data between Live Chat and other systems 
-Research and implement Live Chat add-ons critical to our growing business 
-Train new and existing end users on the application 
-Manage multiple, complex timetables successfully in a collaborative fast-paced environment 
-Maintain Live Chat user roles, security and profiles 

-Internet Marketing-conversion tracking

-Customer Engagement-NPS and CSAT

-Social Media-chat and messaging

-Pivot Table-tabular data development

-HTML programming

-WEB, Mobile & API design & developement

Basic Qualifications:
-At least a High School Diploma, GED or Equivalent Certification or military experience 
-At least 2 years Salesforce experience

Preferred Qualifications:
-Bachelor's Degree 
-2+years of product management 
-2+ years of project management 
-2+years of experience with live chat 
-2+years of experience building tables and queries 

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

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