Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator
Capital One
Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator
Job Description
Overview
Due to the amazing growth and future projections of the Navigator Platform and the need to invest in ICONIC service for our valuable dealer partners, we are looking to backfill an open Principal Coordinator role. We are offering eligible agents an opportunity to become part of the Dealer Advocacy Team. A Dealer Advocacy Team Principal Coordinator manages inventory and activation escalations, aging cases, SLAs, and product/process roadblocks and improvements. Responsibilities:Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
Respond promptly and professionally to internal and external customers
Perform pilot testing and active feedback for new business initiatives and updates
Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech.
Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
Investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
Responsible for continuous improvement of job knowledge by exercising active listening and engagement
Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
Participate in special projects and ad hoc requests as needed
Participate in and own daily team responsibilities
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
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
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
High School Diploma, GED, or Equivalent Certification
At least 3 years of Customer service or Call Center experience
At least 2 years of experience in auto finance
At least 1 year of experience using Google Suite or Microsoft Office
At least 3 years of experience in auto finance
At least 2 years of experience in Process Management
PMP, Lean, Agile or Six Sigma certification
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.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.comCapital 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).
Locations
- Plano, Texas, United States
- Remote Plano, Texas, United States (Remote)
Salary
45,000 - 80,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- escalation managementintermediate
- root cause analysisintermediate
- customer serviceintermediate
- time managementintermediate
- Google Suiteintermediate
- Microsoft Officeintermediate
- Tableauintermediate
- Slackintermediate
Required Qualifications
- High School Diploma, GED, or Equivalent Certification (experience)
- At least 3 years of Customer service or Call Center experience (experience)
- At least 2 years of experience in auto finance (experience)
- At least 1 year of experience using Google Suite or Microsoft Office (experience)
- At least 3 years of experience in auto finance (preferred) (experience)
- At least 2 years of experience in Process Management (preferred) (experience)
- PMP, Lean, Agile or Six Sigma certification (preferred) (experience)
Responsibilities
- Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
- Respond promptly and professionally to internal and external customers
- Perform pilot testing and active feedback for new business initiatives and updates
- Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech
- Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
Benefits
- general: comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Answer 10 quick questions to check your fit for Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator @ Capital One.
Related Books and Jobs
Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator
Capital One
Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator
Job Description
Overview
Due to the amazing growth and future projections of the Navigator Platform and the need to invest in ICONIC service for our valuable dealer partners, we are looking to backfill an open Principal Coordinator role. We are offering eligible agents an opportunity to become part of the Dealer Advocacy Team. A Dealer Advocacy Team Principal Coordinator manages inventory and activation escalations, aging cases, SLAs, and product/process roadblocks and improvements. Responsibilities:Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
Respond promptly and professionally to internal and external customers
Perform pilot testing and active feedback for new business initiatives and updates
Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech.
Utilize all available resources and P&P for executing effective onboarding and servicing across all case and task types
Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
Investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
Exercise exceptional communication skills to optimize each contact with sales, external vendors, and dealer partners
Responsible for continuous improvement of job knowledge by exercising active listening and engagement
Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
Participate in special projects and ad hoc requests as needed
Participate in and own daily team responsibilities
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
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
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
High School Diploma, GED, or Equivalent Certification
At least 3 years of Customer service or Call Center experience
At least 2 years of experience in auto finance
At least 1 year of experience using Google Suite or Microsoft Office
At least 3 years of experience in auto finance
At least 2 years of experience in Process Management
PMP, Lean, Agile or Six Sigma certification
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.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.comCapital 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).
Locations
- Plano, Texas, United States
- Remote Plano, Texas, United States (Remote)
Salary
45,000 - 80,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- escalation managementintermediate
- root cause analysisintermediate
- customer serviceintermediate
- time managementintermediate
- Google Suiteintermediate
- Microsoft Officeintermediate
- Tableauintermediate
- Slackintermediate
Required Qualifications
- High School Diploma, GED, or Equivalent Certification (experience)
- At least 3 years of Customer service or Call Center experience (experience)
- At least 2 years of experience in auto finance (experience)
- At least 1 year of experience using Google Suite or Microsoft Office (experience)
- At least 3 years of experience in auto finance (preferred) (experience)
- At least 2 years of experience in Process Management (preferred) (experience)
- PMP, Lean, Agile or Six Sigma certification (preferred) (experience)
Responsibilities
- Execute end to end Escalation management - investigate issues and apply root cause analysis (5 whys) and sound judgment to detect and mitigate product defects, dealer dissatisfaction, and follow through with areas of improvement
- Respond promptly and professionally to internal and external customers
- Perform pilot testing and active feedback for new business initiatives and updates
- Apply effective time management skills to manage daily workload and escalations through effective Slack channel and email management, Tableau dashboard/s monitoring/action cycle, collaboration with peers/product/tech
- Establish and foster relationships with EDS vendors - web hosts and inventory aggregators
Benefits
- general: comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Answer 10 quick questions to check your fit for Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator @ Capital One.
Related Books and Jobs