Customer Support Specialist, Linga

Position Overview

As a Customer Support Specialist within PNC's Linga organization, you will be based in Naples, FL.

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are united in delivering the best experience for our customers, fostering an inclusive workplace where all employees feel respected, valued and have an opportunity to contribute to the company’s success.

Job Description

• 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 recurring 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.

Qualifications and experience

• Work Experience:
  
  Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge. 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.
• Education:
  
  Associates
• Certifications:
  
  No Required Certification(s)
• Licenses:
  No Required License(s)
• Skills and competencies:
  Accuracy and Attention to Detail;
  Client Relationship Management;
  Customer Experience Management;
  Decision Making and Critical Thinking;
  Effective Communications;
  Fraud Detection and Prevention;
  Managing Multiple Priorities;
  Problem Solving;
  Products and Services;
  Tech Savvy

Preferred Skills

• Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support

Benefits and accommodations

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future, including medical/prescription drug coverage, dental and vision, life insurance, disability protection, 401(k) with match, pension and stock purchase plans, dependent care reimbursement, paid time off and holidays, and educational assistance.
• Disability accommodations:
  If an accommodation is required to participate in the application process, please contact  with the subject line “accommodation request” and include your name, job , and preferred contact method. Applicants may also call  for accommodation assistance.

Equal Employment Opportunity (EEO) and other notices

• PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
• This position is subject to FDIA, SAFE Act, and FINRA requirements where applicable.
• California Residents:
  Refer to the California Consumer Privacy Act Privacy Notice for details on how personal information may be used in hiring practices.

Location and status

• Naples, FL
• Full-time
• Job function:
  Other
• Industries: IT Services and IT Consulting

Note:

This description reflects typical duties and responsibilities and is not an exhaustive list of duties. Referrals increase your chances of interviewing at LINGA rOS.