Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Service Representative providing technical support through phone, email, and chat. Responding to customer inquiries and troubleshooting issues while maintaining customer satisfaction.
Responsibilities
- Provide basic technical support and assistance to customers via e-mail, phone, or chat
- Address and respond to customer inquiries on products and services
- Answer incoming customer telephone calls in a courteous and professional manner
- Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
- Provide customers with preventive maintenance and configuration recommendations
- Record and route customer requested changes in an appropriate manner
- Escalate more complex inquiries to a higher-level support team
- Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
- Follow up with customers consistently when necessary
- Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
- Maintain working knowledge of products and/or services
- Stay up-to-date on industry terminology
- Stay current on internal company communications
Requirements
- Has a high school diploma or equivalent
- Has minimum of 6 months of customer service or call center experience required, preferably in technical support
- Has ability to multi-task while maintaining careful attention to detail
- Possess ability to work effectively both individually and within a team environment
- Works with a sense of urgency to meet deadlines and address competing priorities
- Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
- Has effective written, listening, and verbal communication skills
- Has effective problem solving and organizational skills
- Possess a basic understanding of the organization’s products and services
- Is proficient on Windows OS, internet savvy
- Obtains Orion Industry Certification
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment and more.
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