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Customer Service Support Representative - Customer Care Center

Company: PNC Financial Services Group
Location: Kalamazoo
Posted on: September 4, 2020

Job Description:

Job Description: brbrbrbrbJob Profile/bbrbrp style="text-align:inherit"/pp style="text-align:inherit"/pspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanh2spanspanspanbPosition Overview/b/span/span/span/h2/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/spanp style="text-align:inherit"/pp style="text-align:inherit"/pAt 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. As a Customer Service Support Representative within PNC's Customer Care Center organization, you will be based in Kalamazoo, MI.p style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"bJob Description/b/pp style="text-align:inherit"/pp style="text-align:inherit"/pullispanPerforms customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners./span/lilispanReceives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served./span/lilispanResolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues./span/lilispanMaintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions./span/lilispanDocuments customer interactions and completes service requests to minimize customer effort or additional action./span/li/ulp/ppPNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:/pullibCustomer Focused/b - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions./lilibManaging Risk/b - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework./li/ulp/pp/pullispanTo learn more about this and other opportunities on our team.a href="../../../ target="_blank"Watch this video./a/span/li/ulp/pp style="text-align:inherit"/pp style="text-align:inherit"/pspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanspanh2spanspanspanbCompetencies/b/span/span/span/h2/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/span/spanp style="text-align:inherit"/pp style="text-align:inherit"/pAccuracy 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.p style="text-align:inherit"/pp style="text-align:inherit"/pCustomer 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.p style="text-align:inherit"/pp style="text-align:inherit"/pDecision 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.p style="text-align:inherit"/pp style="text-align:inherit"/pEffective 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.p style="text-align:inherit"/pp style="text-align:inherit"/pFraud Detection and Prevention - Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.p style="text-align:inherit"/pp style="text-align:inherit"/pKnowledge of a Specific Customer Support Function - Knowledge of and ability to assist customers with a specific type of support.p style="text-align:inherit"/pp style="text-align:inherit"/pManaging Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.p style="text-align:inherit"/pp style="text-align:inherit"/pProblem 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

Keywords: PNC Financial Services Group, Kalamazoo , Customer Service Support Representative - Customer Care Center, Other , Kalamazoo, Michigan

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