Customer Care Group Lead - Remote Eligible

Embedded Shishya; United States; Remote; USD 77,000 - 172,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid holidays and vacation

Job summary

PNC is seeking a Customer Service & Support Group Lead to oversee a team within the Customer Care Center, driving service excellence and client satisfaction. The role emphasizes leadership of Supervisors and frontline staff to deliver CARES model outcomes.

Candidates should have prior Customer Care Center leadership experience, with a potential for remote work in select locations, and a base salary range that reflects geographic factors and performance incentives.

Qualifications

• Roles at this level typically require a university/college degree.
• Higher level education such as a Masters degree, PhD, or certifications is desirable.

Responsibilities

• Owns the daily operation of a customer service organization and leads the overall customer experience.
• Communicates with internal/external stakeholders on current performance and real-time management.
• Ensures reporting is accurate and timely; identifies department-level trends.
• Manages escalated issues and interacts with customers to improve experience.
• Inspires, coaches and develops front-line leaders and staff; drives change and performance.

Skills

Accountability

Continual Improvement

Customer Interactions

Customer Service

Decision Making

Relationship Building

Results-Oriented

Technical Support

Education

Bachelor's

Job description

PNC is seeking a Customer Service & Support Group Lead to oversee a team within the Customer Care Center, driving service excellence and client satisfaction. The role emphasizes leadership of Supervisors and frontline staff to deliver CARES model outcomes.

Candidates should have prior Customer Care Center leadership experience, with a potential for remote work in select locations, and a base salary range that reflects geographic factors and performance incentives.