Associate, Customer Service - Capital One Shopping (Remote)

This is your opportunity to join Capital One’s fast-growing consumer app: Capital One Shopping. Within Capital One, the Shopping team is working on a new consumer product that seeks to change the way people buy things online. Our mission is to deliver a best-in-class shopping and savings experience for our millions of customers while driving incremental and sustainable sales for our merchant partners.

Capital One is seeking a self-motivated individual with organizational skills, attention to detail, strong written communication skills, and the ability to work independently in an open and collaborative team environment with our Customer Experience team. The ideal candidate will have the ability to adapt and thrive in a dynamic, fast paced environment while displaying sound judgment in decision making.

Responsibilities:

• Process incoming Capital One Shopping customer inquiries.

• Serve in a lead capacity for handling escalated customer issues and providing resolution, ensuring a high level of customer satisfaction and adherence to Legal and Compliance guidelines.

• Partner with internal departments to resolve escalations requiring cross-functional coordination.

• Strong written communication skills required to interact with internal and external customers on a daily basis

• Maximize efficiency in a constantly evolving environment where the goals can be ambiguous and the process fluid.

• Continuously evaluate and refine customer service processes to enhance efficiency and effectiveness.

• Identify and implement automation opportunities to streamline workflows.

• Establish and manage feedback loops to gather user insights, identify pain points, and relay these to relevant teams for continuous improvement.

Basic Qualifications

• High School Diploma, GED, or equivalent certification

• At least 1 years of Customer Service Support Experience

Preferred Qualifications

• Bachelor’s degree or military experience

• 2+ years of experience in Customer Service

• 2+ years of experience using Zendesk

• Demonstrated success handling escalated clients

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