Position Overview

At 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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Customer Service Representative Specialist Sr. within PNC's Treasury Management Operations, Vendor Enrollment Group, you will work remotely and be based in Atlanta, Georgia area. Work Week: Monday - Friday; Hours 8:00 am - 4:30 pm (EST).

As a Customer Service Representative Specialist Sr. you will execute outbound phone campaigns and contact vendors for PNC's corporate clients and offer a virtual credit card product as their new payment solution. You will discuss and explain all payment options to the vendors in detail and document calls in a database. The overall goal of this position is to enroll vendors into the card program, while reaching the call volume set for the department.

Qualifications:
-3+ years call center/phone (outbound calls) experience such as call centers, cable or phone providers.
-3+ years customer service and or sales experience such as cross-selling and up selling services.
-Strong verbal and written communication skills.
-Computer experience such as Outlook and Microsoft Office.
-Ability to listen and ask questions to ensure understanding of the payment program.
-Understanding of virtual credit card payments processes is a plus.

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 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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - 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.
• Managing Risk - 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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

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

Competencies

Accuracy and Attention to Detail, Client Relationship Management, Customer Experience Management.,