• Performs advanced customer service activities and initiatives for specialized products and services. • Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. • Focus on problem resolution that occurs across multiple channels for our customers. • Delivers CARES model to customers and service partners. • Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served. • Resolves customer service inquiries and issues. • Recommends appropriate solutions. • Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. • May interact with higher levels within the customer organization. • Maintains high levels of customer satisfaction consistent with PNC's core values. • Demonstrates commitment to quality. • Serves as a coach or mentor and may serve as a trainer to the customer service team. • Documents customer interactions and completes service requests to minimize customer effort or additional action.

• You’ll help customers, solve problems, escalate issues when necessary, and maintain high-quality communication at all times. • We look for individuals who are empathetic, proactive, solution-oriented, dependable, critical thinkers, and willing to work hard to create great experiences.

• Respond to customer inquiries via email, chat, or phone** • Solve problems quickly using provided SOPs and judgment** • Maintain accurate records in the CRM or support tools** • Escalate complex cases to internal teams** • Support onboarding, troubleshooting, and follow-up processes** • Prepare support summaries or reports as needed** • Maintain a high standard of written and verbal communication** • Look for patterns and suggest improvements to the support process

• support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client’s supply chains • Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided • Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests • Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience • Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites • Mandarin (Chinese) Language support is required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team • Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues • Validate and ensure Quality Assurance for compliance data provided by our suppliers • Act as a peer mentor to Supplier Support Agents as required • Keep up to date with new regulations and changes in Assent’s products to become an expert in your field • Be familiar with corporate security policies and follow the guidance set out by processes and procedures