PNC · 2 hours ago
Customer Service & Support Supervisor
Home Location-NJ (NJH01)
Full-time
Hybrid
Mid Level
$37K/yr - $90K/yr
3+ years expPNC Bank is committed to delivering the best experience for its customers and fostering an inclusive workplace culture. The Customer Service & Support Supervisor will lead a team in the Customer Care Center, focusing on optimizing performance and ensuring customer satisfaction while managing escalated issues and developing staff.
BankingFinanceFinancial Services
No H1B
Responsibilities
Leads the day-to-day activities of a team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners
Accountable for the performance for a customer service team. Review team behaviors and identifies trends to drive employee engagement and performance outcomes
Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own issues and shares continuous improvement opportunities with leadership
Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. May help manage workforce functions of the group. Manages escalated issues and interacts with customers
Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes
Qualification
Required
3+ years of related experience
Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Ability to leverage customer information in creating customized customer solutions
Assessing and effectively managing all of the risks associated with business objectives and activities
Cultivates diverse teams and inclusive workplaces to expand thinking
Role models values with transparency and courage
Takes action to drive change and innovation that will transform the business
Takes personal ownership to deliver results
Empowers and trusts others in decision making
Raises the bar with every talent decision and guides the achievement of all employees and customers
Preferred
Accountability
Continual Improvement Process
Customer Interactions
Customer Service
Decision Making
Relationship Building
Results-Oriented
Technical Support
Customer Experience Management
Decision Making and Critical Thinking
Effective Communications
Fraud Detection and Prevention
Problem Solving
Products and Services
Tech Savvy
Benefits
Medical/prescription drug coverage (with a Health Savings Account feature)
Dental and vision options
Employee and spouse/child life insurance
Short and long-term disability protection
401(k) with PNC match
Pension and stock purchase plans
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
A robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
Between 15 to 25 vacation days each year, depending on career level and years of service
Company
PNC
PNC is a financial service company providing bank deposits products and services to its community.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1975-11-17IPO
Leadership Team
Keith Hayes
SVP, PNC Aviation Finance
M
Michael Gaber
Senior Vice President - Originations
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