Escalations Representative Sr

Welcome to PNC Financial Services, where we strive to provide exceptional customer service to our clients. We are currently seeking a highly skilled and experienced Escalations Representative Sr to join our team. As an Escalations Representative Sr, you will play a crucial role in resolving complex customer issues and providing timely and effective solutions. We are looking for someone who is dedicated, detail-oriented, and has a passion for delivering excellent customer service. If you have a strong background in customer service and problem-solving, we would love to have you on our team.

1. Handle complex customer escalations: The primary responsibility of the Escalations Representative Sr will be to handle and resolve escalated customer issues and complaints in a timely and effective manner.
2. Provide exceptional customer service: The Escalations Representative Sr will be responsible for providing exceptional customer service to clients, ensuring their needs are met and their concerns are addressed promptly.
3. Investigate and analyze customer issues: The individual in this role will be expected to thoroughly investigate and analyze customer issues to determine the root cause and provide appropriate solutions.
4. Collaborate with different departments: The Escalations Representative Sr will work closely with various departments within the organization, including customer service, operations, and management, to resolve complex customer issues.
5. Maintain detailed records: It will be the responsibility of the Escalations Representative Sr to maintain detailed records of customer interactions, including complaints, resolutions, and any follow-up actions taken.
6. Identify areas for improvement: The individual in this role will be expected to identify trends and patterns in escalated customer issues and provide recommendations for process improvements to prevent similar issues in the future.
7. Communicate effectively: The Escalations Representative Sr will be responsible for communicating with customers in a professional and empathetic manner, while also effectively conveying information to internal teams.
8. Adhere to company policies and procedures: The individual in this role will be expected to adhere to company policies and procedures while handling customer escalations and maintaining confidentiality at all times.
9. Stay updated on industry trends: The Escalations Representative Sr will be responsible for staying updated on industry trends and best practices in customer service to continuously improve the customer experience.
10. Mentor and train new team members: As a senior member of the team, the Escalations Representative Sr may be responsible for mentoring and training new team members to ensure they are equipped to handle complex customer issues.

According to JobzMall, the average salary range for a Escalations Representative Sr in Pittsburgh, PA, USA is $44,000 - $63,000 per year. This may vary depending on the specific company, level of experience, and other factors.

PNC Financial Services Group, Inc. is an American bank holding company and financial services corporation based in Pittsburgh, Pennsylvania. Its banking subsidiary, PNC Bank, operates in 19 states and the District of Columbia with 2,459 branches and 9,051 ATMs.