Hybrid Customer Support Specialist

at PNC

• Job title: Customer Support Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $31,000 - $62,400 per year
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Naples, United States

About the role

• Customer Support Specialist managing customer inquiries and solutions for PNC's Linga organization. Focus on service quality and complex problem resolution in a dedicated client environment.

Responsibilities

• Performs advanced customer service activities and initiatives for specialized products and services.
• Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers.
• Focus on problem resolution that occurs across multiple channels for our customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
• Resolves customer service inquiries and issues.
• Recommends appropriate solutions.
• Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point.
• May interact with higher levels within the customer organization.
• Maintains high levels of customer satisfaction consistent with PNC's core values.
• Demonstrates commitment to quality.
• Serves as a coach or mentor and may serve as a trainer to the customer service team.
• Documents customer interactions and completes service requests to minimize customer effort or additional action.

Requirements

• Preferred Skills Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• Experience Requirements
• Roles at this level typically require an Associates or equivalent degree
• Typically requires 3+ years experience
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

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; and years of service