Customer Service Support Representative

Position Overview 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. Additional Requirements for 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. Wireless internet is not permitted/supported. Job Description • Performs customer service activities and initiatives for a broad range of products, services and problem resolution across multiple channels. • Delivers CARES model to customers and service partners. • Receives, investigates and responds to customer inquiries regarding products, services and issues. • Resolves customer service inquiries and issues, recommends appropriate solutions, and refers complex or reoccurring issues. • Maintains high levels of customer satisfaction and documents all interactions to minimize customer effort. Qualifications & Competencies • Customer Focused: Able to leverage knowledge of values and practices to create customized customer solutions. • Managing Risk: Assessing and effectively managing risks associated with business objectives. • Competencies: Accuracy and Attention to Detail, Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Problem Solving, Tech Savvy.