Customer Service and Support Supervisor

7 days ago

Kalamazoo, Michigan, United States PNC Financial Services Group Full time
Job Summary

PNC Financial Services Group is seeking a highly skilled Customer Service and Support Supervisor to join our team. As a key member of our Video Banking organization, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Lead a team of customer service representatives to achieve specific outcomes and key indicators for their work group.
  • Deliver the CARES model to customers and service partners, ensuring that their needs are met and exceeded.
  • Accountable for the performance of the customer service team, reviewing team behaviors and identifying trends to drive employee engagement and performance outcomes.
  • Ensure that reporting is accurate and completed in a timely manner, conducting problem-solving locally to own issues and sharing continuous improvement opportunities with leadership.
  • Collaborate with business partners to meet customer and employee needs in a responsive, efficient manner, and may help manage workforce functions of the group.
  • Inspire, motivate, grow, and develop customer service staff, leading change efforts and owning all outcomes.
Requirements
  • 3+ years of related experience in a contact center or client service environment.
  • Strong leadership and communication skills, with the ability to motivate and develop a team.
  • Ability to assess and manage risks associated with business objectives and activities.
  • Knowledge of customer experience management, decision-making, and critical thinking.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage, 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, and a robust wellness program with financial incentives.

Equal Employment Opportunity

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

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