Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company focused on delivering strong customer experiences through an inclusive workplace. The Customer Support Representative within PNC's Linga organization provides advanced support for specialized products and services, resolves complex customer issues across multiple channels, and helps maintain customer satisfaction and service quality.
Responsibilities
- Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on 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 complex products, services and issues via all channels through which customers are served
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization
- Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team
- Documents customer interactions and completes service requests to minimize customer effort or additional action
Skills
- Shifts for this role will be: Tuesday - Saturday, 3:00 PM - 12:00 AM EST or 5:00 PM EST - 2:00 AM EST
- Candidate will be required to work holidays
- This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs
- 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, Client Relationship Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy
- Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
- Associates
Benefits
- This role is incentive eligible with the payment based upon company, business and/or individual performance.
- Eligible full-time employees may receive medical/prescription drug coverage with a Health Savings Account feature.
- Eligible full-time employees may receive dental and vision options.
- Eligible full-time employees may receive employee and spouse/child life insurance.
- Eligible full-time employees may receive short- and long-term disability protection.
- Eligible full-time employees may receive a 401(k) with PNC match.
- Eligible full-time employees may receive a pension.
- Eligible full-time employees may receive stock purchase plans.
- Eligible full-time employees may receive a dependent care reimbursement account.
- Eligible full-time employees may receive back-up child/elder care.
- Eligible full-time employees may receive adoption, surrogacy, and doula reimbursement.
- Eligible full-time employees may receive educational assistance, including select programs fully paid.
- Eligible full-time employees may receive a robust wellness program with financial incentives.
- Depending on eligibility, PNC generally provides maternity and/or parental leave.
- Depending on eligibility, PNC generally provides up to 11 paid holidays each year.
- Depending on eligibility, PNC generally provides 9 occasional absence days each year, unless otherwise required by law.
- Depending on eligibility, PNC generally provides between 15 to 25 vacation days each year, depending on career level and years of service.
- This position may be eligible for remote work in select geographic locations, subject to approval by PNC.
Company Overview