Customer Service Representative – Lead

PNC

. Perform advanced customer service activities .

Posted 10/23/2026full-timeUnited StatesSenior💰 $37,500 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in advanced customer service activities, including resolving complex inquiries and issues while maintaining high customer satisfaction. Proficient in coaching and mentoring teams, with strong decision-making and problem-solving abilities.

Highest-signal resume keywords

Customer Service KnowledgeCoaching OthersProblem SolvingEffective CommunicationsFraud Detection and Prevention

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complex Products KnowledgeCustomer Experience ManagementTechnical Support KnowledgeRoot Cause AnalysisService Request Documentation

Soft Skills

Attention to DetailDecision MakingCritical ThinkingAbility to Manage Multiple Priorities

Certifications & Qualifications

Job-Specific Certification

Industry Keywords

Customer SatisfactionEscalation PointService Partners CollaborationPacific Standard Time ZoneBilingual Spanish Ability

About the role

Key responsibilities & impact

Perform advanced customer service activities
Act as an escalation point and subject matter resource
Coach and mentor the customer service and support team
Deliver the CARES model to customers and service partners
Receive, investigate, and respond to customer inquiries about complex products, services, and issues through all service channels
Resolve customer service inquiries and issues
Document customer interactions and complete service requests
Recommend appropriate solutions
Resolve complex or recurring issues and identify root causes
Interact with higher levels within the customer organization
Maintain high customer satisfaction consistent with PNC’s core values
Collaborate with service partners on complex issues
Provide employee performance recommendations to management
Coordinate workflow and schedules and assist in team administration

Requirements

What you’ll need

Associate degree or equivalent degree, or comparable combination of education, job-specific certification(s), and experience (including military service)
Typically requires 3+ years of experience
Knowledge of complex products, services, and customer service issues
Ability to investigate and resolve complex or recurring customer inquiries and issues
Ability to identify root causes and act as an escalation point
Customer service and technical support knowledge
Accuracy and attention to detail
Coaching others
Customer experience management
Decision making and critical thinking
Effective communications
Fraud detection and prevention
Ability to manage multiple priorities
Problem solving
Products and services knowledge
Tech savvy
Candidate located within Pacific Standard Time zone
Spanish bilingual ability preferred
Must be eligible to work without employment visa sponsorship; PNC will not provide sponsorship or participate in STEM OPT

Benefits

Comp & perks

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 plan
Stock purchase plan
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
Robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year
15 to 25 vacation days each year, depending on career level
Remote work in select geographic locations, subject to approval
Incentive eligibility based on company, business, and/or individual performance