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Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator
About the position
Work from Home Empower Dealer Success (EDS) Principal Ops Coordinator 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
Requirements
- 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
- 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
- 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 is delivered.
- Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
- Internet Service Provider specs can change by provider and location within the US.
- If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
- This role is 100% work from home.
- We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
- Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
Nice-to-haves
- 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
Benefits
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
- Learn more at the Capital One Careers website .
- Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
