Customer Service & Support Representative - Customer Care Center Eastern/Central Time Zones Only

PNC is a bank that values its employees as its greatest differentiator and competitive advantage. The Customer Service Representative will provide routine service support to customers, addressing inquiries regarding products and accounts while ensuring high levels of customer satisfaction.

Responsibilities:

• Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners
• Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions
• Documents customer interactions and completes service requests to minimize customer effort or additional action

Requirements:

• Work Space – A dedicated and confidential work space which includes a door that can be closed for privacy
• High speed internet – 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. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL), or any other ISP that is not cable or fiber. You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported
• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework
• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
• Typically <1 year of related experience
• In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• Accuracy and Attention to Detail
• Customer Experience Management
• Decision Making and Critical Thinking
• Effective Communications
• Fraud Detection and Prevention
• Knowledge of a Specific Customer Support Function
• Managing Multiple Priorities
• Problem Solving
• Products and Services
• Tech Savvy