Work From Home - Customer Service Senior Representative - Remote Eligible

Customer Service Senior Representative

Work from home opportunity for a Customer Service Senior Representative. The experience includes the convenience of working virtually at home. To be eligible for this role, candidates must reside in one of the following states: Arizona, Delaware, Maryland, New Jersey, Ohio, Pennsylvania, or Utah.

Capital One values associates who listen and ask, "How can I help?" This is how we take care of our customers and change banking for good, with compassion and real solutions. Money can be stressful; getting help shouldn't be. Our Customer Care team is supported and empowered to be the best people to people. And we'll have your back every step of the way.

Here's what we are looking for in you:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Demonstrate a strong customer focus rooted in empathy
• Communicate effectively with peers, management and customers
• Exercise good judgment and independent decision-making skills
• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
• Be proactive, have effective time management and organizational skills
• Display dependability with a solid attendance record
• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (not a hot spot)

Responsibilities include handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills. Demonstrate empathy with customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquiries, and processes credit line increase and decrease requests. Navigating a computerized system for responding and/or troubleshooting to customer questions.

The benefits at Capital One include a complete benefits program designed to help you be your happiest, healthiest self. It's backed by our belief that great work doesn't mean sacrificing your well-being. It's part of our mission to set the standard for personal flexibility, so you can grow here and at home.

Basic qualifications include a high school diploma, GED or equivalent certification and at least 1 year of customer service or call center experience. Preferred qualifications include at least 2 years of customer service or call center experience.

Work from home technology requirements include a secure home office environment that is free from background noise and distractions, a reliable private internet connection that is not supplied via cellular data or hotspot, a private network that is password protected where you have ownership or line of sight to every device on the network, and internet service must be provided by Cable or fiber Internet Service Providers (ISP). Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions.