[Remote] Sales and Service Representative - Customer Care Center
Note: The job is a remote job and is open to candidates in USA. PNC Bank is dedicated to delivering the best experience for customers and fostering an inclusive workplace culture. The Sales & Service Representative role involves handling customer inquiries, educating customers on products, and transitioning service conversations into sales opportunities to enhance customer relationships.
Responsibilities
- Performs customer service and sales support activities and initiatives
- Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products
- Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers
- Delivers CARES model to customers and service partners
- Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served
- Refers applicable products and services
- Recommends appropriate solutions
- Follows defined treatments and/or employs active listening skills to present alternative solutions
- Resolves customer service inquiries and issues
- Recommends appropriate solutions
- Maintains high levels of customer satisfaction consistent with PNC's core values
- Demonstrates commitment to quality
- Resolves more complex or reoccurring issues where appropriate, and identifies root cause
- Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action
Skills
- 1+ years of related experience
- Home Lending Designated Lender Certification - PNC Financial Services Group, Inc
- High school diploma or GED (or equivalent experience)
- Ability to provide a dedicated, confidential work space
- Possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application
- 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
- Wired connection in the room with the modem and router
- Ability to manage customer service inquiries and issues
- Ability to document customer interactions and complete service requests
- Knowledge of the values and practices that align customer needs and satisfaction
- Ability to assess and manage risks associated with business objectives and activities
- Accountability
- Continual Improvement Process
- Customer Interactions
- Customer Service
- Decision Making
- Relationship Building
- Results-Oriented
- Technical Support
Benefits
- 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
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- Between 15 to 25 vacation days each year, depending on career level
Company Overview