Sales & Service Representative-Customer Care Center

PNC is a financial services company focused on delivering strong customer experiences and supporting customer relationships. The Sales & Service Representative-Customer Care Center handles customer inquiries, resolves service issues, supports online banking, and presents relevant products and services, including home secured lending products.

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:

• 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
• Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties
• Typically requires 1+ years 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
• No Degree
• Home Lending Designated Lender Certification - PNC Financial Services Group, Inc