Customer Service Representative

APPLICATION INSTRUCTIONS:

CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process . Please do not apply here, apply internally through Workday.

CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants .Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants .POSITION SPECIFICS The Customer Service Representative provides internal and external customer support for University functions, events, and services including housing, dining, hospitality, transportation, facilities, athletics, agriculture, etc.

Tasks require knowledge of University policies, procedures, practices, and protocols to troubleshoot issues, to provide timely resolutions and assistance, and to promote/market products, projects, programs, and services.

Greet faculty, staff, students, and visitors, often serving as first point of contact; assist in person, electronically, by telephone, or mail Using knowledge of University policies, procedures, practices, and protocols, investigate and respond to issues of concern; isolate and troubleshoot problems; provide guidance and timely solutions; follow-up as necessary; escalate as required

Facilitate a variety of customer experiences including, but not limited to processing orders and registrations; creating  and specialty badges; communicating campus logistics information such as on-site navigation and transportation service information, parking, and facility access/restrictions

Promote and market products, projects, programs, and services; explore, determine, and strive to accommodate customer desires, needs, and requirements

Provide on-site and e-commerce ticketing and product sales, verifying eligibility; process or collect cost/fees; prepare invoices and settle payments; issue receipts/refunds

Communicate product and services improvement recommendations to accommodate changing business needs

Operate computers, point-of-sale, and other systems/equipment to expedite purchase/services, research information, record data, etc.

Maintain manuals, documents, knowledge base articles, and records

May process a variety of financial transactions and assist with inventories

May supervise staff, including hiring and performance management MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONSGeneral Equivalency Diploma (GED) or High School (HS)
No prior relevant work experience required

Required

Certifications:

None BACKGROUND CHECKS/CLEARANCES Employment with the University will require successful completion of background check(s) in accordance with University policies.

Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.SALARY & BENEFITS The salary range for this position, including all possible grades, is $33,504.00 - $48,552.00.Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as…