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Customer Service Agent - Rep II

Customer Service Agent - Rep II

Job ID 
2017-59430
# Positions 
13
Location 
US-UT-Provo
Posted Date 
10/13/2017

More information about this job

Overview

   

Summary: 
As a key member of the GURU (Guiding User Readiness and Understanding) team at Capital One, you will support BCS Core frontline associates with their escalations. 

Requirements 
As a key member of the team this position will support the business in an escalated capacity. Associates in this position will be working with multiple contacts including the Customer, Team Coaches and the Department Operation Manager

Essential Functions (Responsibilities): 
-Ensure every interaction with the cardholder aligns with the overall customer experience strategy
-Deal with a wide range of inquiries, working in partner with our cardholders to understand and resolve their individual situations sensitively and sympathetically, while taking ownership of each situation to promote first call resolution. 

-Some phone time may be required
-Demonstrate effective communication skills and be proficient at dealing with difficult situations. 
-Identify areas of development for Customer Service Representatives and provide both positive and constructive feedback when appropriate to the business 
-Assist colleagues in other areas of our business to ensure they deliver a superior customer experience 
-Ensure compliance with Operating Instructions, federal regulations and Client contract agreement

-Able to work flexible schedules including evenings and weekends
-Demonstrated ability to handle conflict resolution negotiate positive outcomes 
-Ability to work independently and manage multiple tasks and priorities
-Act as an advocate to ensure that the needs of customer are met while balancing the needs of business
-Demonstrated high level of integrity and professionalism and ability to maintain confidentiality

 

 

Basic Qualifications: 

  • At least 6 months’ tenure of customer service experience
  • Quartile 1 performer out of core