Sales Representative - Customer Care Center

• Performs customer service and sales support activities and initiatives. Transitions the conversation to present sales opportunities to increase share of wallet.
• Receives, investigates and responds to customer service and sales inquiries regarding basic products, services and issues via all channels through which customers are served.
• Cross-sells applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions. Refers complex or reoccurring issues to management.
• Documents customer interactions, documents results of sales activities and completes service requests.

 

 

Customer Focus -  Basic Experience

• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

Manages Risk -  Basic Experience

• Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

 

Products and Services -  Basic Experience

• Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Effective Communications -  Basic Experience

• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Managing Multiple Priorities -  Working Experience

• Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Accuracy and Attention to Detail -  Working Experience

• Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Customer Interaction -  Basic Experience

• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

Problem Management Process -  Basic Experience

• Knowledge of and ability to bring a reported problem to successful resolution.

Service Request Management Process -  Working Experience

• Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests.

Knowledge of a Specific Customer Support Function -  Basic Experience

• Knowledge of and ability to assist customers with a specific type of support.

SALES TASKS AND ACTIVITIES -  Working Experience

• Knowledge of and the ability to sell an organization's products and services.