Sales and Service Representative - Customer Care Center

PNC is a company that values its employees and aims to deliver the best experience for its customers. As a Sales & Service Representative in the Customer Care Center, you will handle customer inquiries, assist with online banking questions, and promote products and services to enhance customer relationships.

Responsibilities:

• Performs customer service and sales support activities and initiatives. Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served
• Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause
• Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action

Requirements:

• Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy
• Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application
• Must have a high-speed Internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds
• Must have a wired connection in the room with the modem and router. Wireless internet is not permitted/supported
• Typically requires 1+ years of related experience
• Home Lending Designated Lender Certification - PNC Financial Services Group, Inc
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• Accuracy and Attention to Detail
• Customer Experience Management
• Effective Communications
• Fraud Detection and Prevention
• Knowledge of a Specific Customer Support Function
• Managing Multiple Priorities
• Problem Solving
• Products and Services
• Selling
• Tech Savvy