Coordinator, Shopping Customer Service Operations

The Capital One Shopping Customer Service Operations team is responsible for interacting with customers through written customer support tickets, answering questions about Capital One Shopping products, rewards, etc and completing customer service tasks for Capital One Shopping accounts.

Along with excellent writing, typing and customer service skills, the associates in this role must demonstrate an ability to quickly and efficiently answer customer’s questions while anticipating outcomes. The Shopping Customer Service Operations Coordinator will have the ability to adapt and thrive in a dynamic, fast paced environment while displaying sound judgment in decision making and possess strong communication skills required to interact with internal and external customers on a daily basis.

General Responsibilities: 

• Read, interpret and respond to customer support tickets (emails) in a fast-paced production environment

• Develop a robust understanding of Capital One Shopping’s products to troubleshoot through technical issues that customers face

• Analyze multiple data sources to determine inquiry resolutions, execute account administration actions, and adjust Shopping Rewards balances

• Investigate inquiry patterns, identifying root causes of customer experience issues

• Synthesize customer feedback to product partners to support a seamless customer experience

• Follow approved policies and procedures to respond to customer inquiries with a high degree of accuracy, adhering to all regulatory requirements

• Exhibit a high degree of professionalism and integrity in all communication

• Identify areas for improvement in team processes and servicing collateral 

Basic Qualifications: 

• Educational Background: At least 2 years of college or equivalent work experience 

• Experience in identifying, recommending, and executing process improvements

• Proficient in Google Suite products

• Stakeholder Management Experience

• Customer service experience in a financial services environment or banking services environment

• Excellent verbal and written communication skills

• Strong attention to detail

• Strong time management skills

• Strong judgment & problem solving skills

• Self starter and can manage workload independently