Customer Service & Support Representative - CCC Eastern/Central Time Zones

PNC

1d•$26,000 - $55,200•Remote

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Customer Service Representative, you will provide routine service support to PNC customers who initiate contact with the Customer Care Center. This may involve questions regarding products, online directions, and their accounts. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations. 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.

Requirements

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 <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.
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

Nice To Haves

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

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.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future.
Depending on your eligibility, options for full-time employees include: 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.
In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.
To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

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