Customer Service and Support Representative - CCC Mountain and Pacific Time Zones
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: A dedicated and confidential work space which includes a door that can be closed for privacy; a dedicated phone line, solely for the use of customer call routing; and 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, or Broadband Powerline (BPL). You must have a wired connection in the room with the modem and router. Wireless internet is not permitted/supported. In this role, you will perform customer service activities and initiatives for a broad range of products, services, and problem resolution that occurs across multiple channels for our customers. You will deliver the CARES model to customers and service partners, receiving, investigating, and responding to customer inquiries regarding products, services, and issues via all channels through which customers are served. You will resolve customer service inquiries and issues, recommend appropriate solutions, and refer complex or recurring issues. Maintaining high levels of customer satisfaction consistent with PNC's core values is essential, as is demonstrating commitment to quality through customer and service partner interactions. You will document customer interactions and complete service requests to minimize customer effort or additional action.
Responsibilities
? Provide routine service support to PNC customers who initiate contact with the Customer Care Center.
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? Communicate directly with customers and internal/external service partners to resolve issues, questions, and service requests.
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? Receive, investigate, and respond to customer inquiries regarding products, services, and issues via all channels.
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? Resolve customer service inquiries and issues, recommending appropriate solutions and referring complex issues as necessary.
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? Maintain high levels of customer satisfaction consistent with PNC's core values.
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? Document customer interactions and complete service requests to minimize customer effort.
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Requirements
? Demonstrated knowledge, skills, and abilities appropriate for the role.
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? Related experience or product knowledge to accomplish primary duties.
Nice-to-haves
? Accountability
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? Continual Improvement Process
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? Customer Interactions
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? Customer Service
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? Decision Making
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? Relationship Building
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? Results-Oriented
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? Technical Support
Benefits
? Remote work opportunity
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? Inclusive workplace culture
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? Opportunity for career growth and development
