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R130440 Posted 12/16/2021

Commercial Customer Service Coordinator

Las Vegas , Nevada | Portland , Maine | Richmond , Virginia | Tampa , Florida | Glen Allen , Virginia
  • Category Customer Care
  • Experience Coordinator
  • Primary Address Las Vegas, Nevada

Overview

Locations: Sales - NV - Las Vegas, United States of America, Las Vegas, Nevada

Commercial Customer Service Coordinator

Candidates must live within approximately 100 miles driving distance of one of the following Zip Codes and be comfortable coming in person whenever required with no less than 24 hours notice: **Candidates based in VA cannot live north of Fredericksburg, VA.**

04101 (Portland, ME)

89144 (Las Vegas, NV)

33634 (Tampa, FL)

23060 (Richmond, VA)

At Capital One, we recognize that very few things are more personal and important than your money, and financial well-being. That’s why we’re looking for passionate, motivated, and tech-savvy individuals for our contact centers who are eager to help our customers.

A role at a Capital One contact center offers a unique employment opportunity. You’ll work for a Fortune 100 company that still operates and innovates with the vigor of a start-up. You’ll develop transferable work skills in a job that helps customers when they need it the most. You’ll enjoy a generous benefits package at a company where you’re valued by leadership and your peers. If this sounds appealing, then apply to join our Capital One family!

Overview:

Commercial Customer Service Coordinators act as the day-to-day point of contact providing excellent service and support to our suppliers and their customers. On a daily basis, Commercial Customer Service Coordinators will interact with customers to answer questions, fulfill requests, and solve problems. Maintaining strong customer relationships is critical to our success, and, thus, we strive to enable and empower our employees to do just that. As in any service environment, a service professional must balance many tasks, including service levels and productivity, but it is the quality of interaction with our customers that we recognize to differentiate our service team and individuals. To do so, we seek talented, enthusiastic individuals who will contribute positively to both external customers and our workplace environment. 


Responsibilities:

A Commercial Customer Service Coordinator's responsibilities at Capital One encompass a broad range of customer support functions, providing task variety and exposure to many different aspects of the company. Our Commercial Customer Service Coordinators primarily service the customer through inbound phone calls and emails, but also support outbound calls, particularly as follow-up to customer inquiries/issues. As you build your knowledge and proficiency, there are opportunities for additional responsibilities and project work. 

At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning and development opportunities, such as leadership programs, internships, and job shadowing. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will:

  • Demonstrate a strong customer focus rooted in empathy
  • Embrace constant change in a fast-paced, tech-enabled environment
  • Communicate effectively with peers, management and customers
  • Exercise good judgment and independent decision-making skills
  • Effective time management and organizational skills
  • Demonstrate exceptional listening, questioning and call control techniques
  • Be proactive
  • Be a team player
  • Display dependability with a solid attendance record


Specific tasks include: 

  • Effectively represent the offerings, role, and benefits to customers 
  • Ability to successfully accomplish all account configuration and maintenance activities in BITS 
  • Accurately and thoroughly research and respond to all billing/invoice inquiries and information delivery to merchants and contractors 
  • Accurately identify and resolve billing/product disputes 
  • Support customer and merchant inquiries for all offerings and all programs 
  • Research and respond to credit line/availability questions/requests 
  • Be able to educate customers on the set-up, use and benefits of their online web account 
  • Problem resolution and escalation 
  • Support of all programs and customers 
  • Support of both phone and email work-types 
  • Work effectively without close supervision with few or no mistakes 
  • Independently multi-task between phone and email work types with attention to department goals 
  • Independently complete an assigned customer service projects when requested 
  • Work with peers to teach or learn Customer Service processes and procedures 
  • Cover rotating schedule of various tasks, including scanning, credit card processing or others, at their designated station/location 
  • Assist in administrative tasks 
  • Maintain minimum team and individual performance goals for Productivity and Quality 

Work at Home Technology Requirements:

  • A secure home office environment that is free from background noise and distractions

  • A reliable private internet connection that is not supplied by use cellular data (hot spot) 

    • Cable or fiber connections are preferred 

    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here.  To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer. 

    • Sustained ability to maintain latency less than 250 ms in voice calls is required

  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

    • A private network is password protected where you have ownership or line of site to every device on the network

  • 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. 

 Basic Qualifications:

  • High School Diploma, GED or equivalent certification
  • At least 1 year of customer service experience

Preferred Qualifications:

  • 2+ years of post-high school education, Associate degree, or military experience
  • 2+ years of customer service experience  
  • 1+ year of experience in a call center environment   
  • 1+ year of experience with Google Suites or Microsoft Office

Candidates must live within approximately 100 miles driving distance of one of the following Zip Codes and be comfortable coming in person whenever required with no less than 24 hours notice: **Candidates based in VA cannot live north of Fredericksburg, VA.**

04101 (Portland, ME)

89144 (Las Vegas, NV)

33634 (Tampa, FL)

23060 (Richmond, VA)

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Hiring Process
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Benefits
Career Journey

How We Hire

We take finding great coworkers pretty seriously.

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  • Step 1 Apply

    It only takes a few minutes to complete our application and assessment.

  • Step 2 Screen and Schedule

    If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.

  • Step 3 Interview(s)

    Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.

  • Step 4 Decision

    The team will discuss — if it’s a good fit for us and you, we’ll make it official!

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How to Pick the Perfect Career Opportunity

Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.

Your wellbeing is our priority

Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.

  • Healthy Body, Healthy Mind

    You have options and we have the tools to help you decide which health plans best fit your needs.

  • Save Money, Make Money

    Secure your present, plan for your future and reduce expenses along the way.

  • Time, Family and Advice

    Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.

Career Journey

Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.

Career Journey
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