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.