[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