Join Our Team: Delivering Exceptional Customer Experiences at PNC
At PNC, we're passionate about creating a workplace culture where everyone feels valued, respected, and empowered to contribute to our success. As a leading financial services company, we're committed to delivering exceptional experiences for our customers, and we need talented professionals like you to help us achieve this goal. As a Customer Service and Support Representative, you'll play a critical role in providing top-notch service to our customers, resolving their issues, and exceeding their expectations.
About PNC and Our Culture
PNC is a diversified financial services company with a rich history dating back to 1845. We're proud to be one of the largest banks in the United States, with a presence in over 25 states and a commitment to serving our customers, communities, and shareholders. Our culture is built on a foundation of respect, integrity, and teamwork, and we're dedicated to fostering an inclusive workplace where everyone feels welcome and valued.
Job Summary
As a Customer Service and Support Representative, you'll work in our Customer Care Center, providing routine service support to PNC customers who initiate contact with us. You'll 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, and you'll have the flexibility to work from a quiet, confidential space in your home location, approved by PNC.
Key Responsibilities
- Deliver exceptional customer service experiences, resolving customer inquiries and issues in a timely and professional manner.
- Communicate effectively with customers, internal stakeholders, and external service partners to resolve issues and provide solutions.
- Investigate and respond to customer inquiries regarding products, services, and issues via all channels, including phone, email, and chat.
- Document customer interactions and complete service requests to minimize customer effort or additional action.
- Maintain high levels of customer satisfaction, consistent with PNC's core values, and demonstrate a commitment to quality through customer and service partner interactions.
- Recommend appropriate solutions to customer inquiries and issues, and refer complex or recurring issues to senior representatives.
Requirements and Qualifications
Essential Qualifications:
- High school diploma or GED required; no degree necessary.
- Less than 1 year of related experience; comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, internal stakeholders, and external service partners.
- Strong problem-solving and analytical skills, with the ability to resolve customer inquiries and issues in a timely and professional manner.
- Ability to work in a remote environment, with a quiet, confidential space in a home location, approved by PNC.
Preferred Qualifications:
- Prior experience in customer service or a related field.
- Knowledge of financial products and services, or experience working in a financial services environment.
- Certifications or training in customer service, sales, or a related field.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:
- Accuracy and Attention to Detail: Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
- Customer Experience Management: Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
- Decision Making and Critical Thinking: Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
- Effective Communications: Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Managing Multiple Priorities: Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply this knowledge appropriately to diverse situations.
Career Growth Opportunities and Learning Benefits
At PNC, we're committed to helping our employees grow and develop their skills, both professionally and personally. As a Customer Service and Support Representative, you'll have access to:
- Comprehensive training programs to help you develop your skills and knowledge.
- Career advancement opportunities, with the potential to move into leadership or specialized roles.
- A robust wellness program, with financial incentives to help you maintain a healthy work-life balance.
- Educational assistance and tuition reimbursement programs to help you achieve your educational goals.
Work Environment and Company Culture
At PNC, we're proud of our company culture, which is built on a foundation of respect, integrity, and teamwork. As a remote employee, you'll have the flexibility to work from home, with the support of our technology and tools. You'll also have access to:
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as employee and spouse/child life insurance.
- A 401(k) plan, pension plan, and stock purchase plan to help you achieve your financial goals.
- Paid holidays, vacation days, and occasional absence time to help you maintain a healthy work-life balance.
Compensation and Benefits
We offer competitive compensation and benefits to our employees, including:
- A base salary range of $39,940 - $50,600, depending on geographic location, market data, and individual skills, experience, and education.
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as employee and spouse/child life insurance.
- A 401(k) plan, pension plan, and stock purchase plan to help you achieve your financial goals.
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this position.
At PNC, we're committed to fostering an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.
Equal Employment Opportunity (EEO): PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
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