[Remote] Customer Service & Support Representative - Customer Care Center Eastern/Central Time Zones Only
Note: The job is a remote job and is open to candidates in USA. PNC is a company that values its employees and aims to provide the best experience for its customers. The Customer Service Representative will offer routine service support to customers, addressing inquiries about products, services, and account issues 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
Skills
- Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
- Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties
- Typically
- In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered
- Employees must provide the following additional requirements for success in a virtual role: 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
- PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position
- 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
Benefits
- Medical/prescription drug coverage (with a Health Savings Account feature)
- Dental and vision options
- Employee and spouse/child life insurance
- Short and long-term disability protection
- 401(k) with PNC match
- Pension and stock purchase plans
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- A robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- Between 15 to 25 vacation days each year, depending on career level and years of service
Company Overview