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 advanced customer service skills, including the ability to resolve complex inquiries and maintain high customer satisfaction. Capable of coaching and mentoring team members while collaborating effectively with service partners.

Highest-signal resume keywords

Advanced Customer ServiceCoaching And MentoringComplex Problem ResolutionBilingual In SpanishCustomer Satisfaction

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

CollaborationCommunicationEscalation Management

Industry Keywords

CARES ModelCustomer InquiriesService RequestsRoot Cause AnalysisTeam Administration

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 regarding 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 and resolve complex or recurring issues
Identify root causes and 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

Candidate will be located within Pacific Standard Time zone
Typically requires an Associates or equivalent degree
Typically requires 3+ years experience
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience, including military service, may be considered
Bilingual in Spanish preferred
Must work from a quiet, secure, and confidential home-based workspace if approved for remote work
No employment visa sponsorship or STEM OPT participation
No required certifications
No required licenses

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
Incentive eligible, with payment based upon company, business and/or individual performance