Summary:
The Capital One Concierge (Velocity Black) Principal Coordinator plays a vital role in ensuring that the highest standards of service delivery are met for all Velocity Black Members by making sure that all bookings are accurately completed and confirmed
Work Setup: WFH. Candidates must be amenable to a night or day shift schedule.
General Responsibilities:
Confirm via email and/or phone all reservation details (hotel, restaurants, transportation, payment information)
Support specialists by making calls to luxury hotels, restaurants, etc. to inquire regarding availability
Confirm same day reservations via phone
Remediate any booking issues identified during the validation process promptly
Partner with other groups within Velocity Black to remediate transactions as needed
Skills Required:
Eye for superior service having supported extremely high net worth customers in the past
Clear and effective verbal and written communication skills to effectively conduct high volume of calls and emails
Ability to work in high-pressure environment with tight deadlines to support culture of 365 days a year, 7 days a week, and 24 hours a day support for customers
Work is done in shifts; overnight and weekend availability is mandatory
Extremely high attention to detail and ability to identify mistakes within high volumes of data and numbers
Mental speed, agility and quick reaction time, satisfying required 60 second turn around time post customer requests
Ability to multitask and strong time management skills to support many reservations and repetitive tasks simultaneously
Strong problem solving skills and ability to navigate with ambiguity quickly
Past experience in the travel and or hotel industry; working with international companies is preferred
Strong written and verbal English communication
Basic Qualifications:
College level or any equivalent work experience
At least 1 year customer service experience or any equivalent work experience
Preferred Qualifications:
Experience in handling premier customers
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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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.