Customer Service Representative Lead (Fully Remote)

PNC; United States; Remote; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Pension

Life insurance

Paid time off

Job summary

PNC is seeking an experienced escalation specialist to act as the go-to resource for complex customer issues. This remote role involves leading the service team, coordinating workflows, and mentoring colleagues to deliver outstanding support across all channels.

Ideal candidates have an Associate's degree or equivalent with 3+ years of experience, strong problem-solving skills, and a customer-first mindset. The position offers comprehensive benefits and a remote work setup in the United States.

Qualifications

• Typically requires an Associate's degree or equivalent and 3+ years of experience.
• Strong customer focus, problem-solving, and tech-savvy skills are essential.
• Paid time off includes vacation days and parental leave.

Responsibilities

• Investigates and resolves complex inquiries across all channels, documenting interactions and recommending solutions.
• Collaborates with service partners on root causes and provides performance feedback to management.

Skills

Customer service

Problem solving

Communication

Technical proficiency

Education

Associate's degree or equivalent

Tools

CRM software

Job description

• This remote role serves as an escalation point and subject matter resource for complex customer issues.
• The lead coaches and mentors the service team while coordinating workflow and schedules.

Key Responsibilities:

• Investigates and resolves complex inquiries across all channels, documenting interactions and recommending solutions.
• Collaborates with service partners on root causes and provides performance feedback to management.

Qualifications:

• Typically requires an Associate's degree or equivalent and 3+ years of experience.
• Strong customer focus, problem-solving, and tech-savvy skills are essential.
• Medical, dental, vision, 401(k), pension, and life insurance.
• Paid time off includes vacation days and parental leave.

PNC

PNC is a diversified financial services company offering banking, lending, and investment services to customers and communities. With a history spanning nearly 160 years, it fosters an inclusive workplace culture focused on customer experience and smart risk management.