Key skills
Customer ServiceSales SupportTechnical SupportEffective CommunicationsContinual Improvement ProcessAccuracyFraud DetectionPreventionCustomer SupportManaging Multiple PrioritiesProductsServicesTech SavvyDecision MakingProblem SolvingSales
About this role
PNC is a financial services company that emphasizes customer experience and inclusivity in the workplace. They are seeking a Sales & Service Representative to handle customer inquiries and provide sales support, focusing on building customer relationships and recommending appropriate products and services.
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:
- 1+ years of related experience
- High school diploma or GED
- Ability to provide a dedicated, confidential work space
- Possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application
- 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
- Wired connection in the room with the modem and router
- Ability to handle customer inquiries such as filing disputes and assisting with online banking questions
- Ability to transition service conversations to present sales opportunities
- Ability to resolve customer service inquiries and issues
- Ability to document customer interactions and thoroughly complete service requests
- Knowledgeable of the values and practices that align customer needs and satisfaction
- Ability to assess and effectively manage risks associated with business objectives and activities
- 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