Customer Service Representative

Penn State University; University Park (TX); On-site; USD 34,000 - 49,000; Full time

Benefits offered by this job

75% tuition discount

Job summary

Penn State seeks a Customer Service Representative to support faculty, staff, students and visitors across Housing, Dining, Hospitality, Transportation, Facilities and Athletics. You will troubleshoot issues, process registrations, issue IDs, and handle on-site and online transactions with campus-wide impact.

Ideal candidates will follow university policies, provide timely resolutions, and may supervise staff.

Qualifications

• GED or HS diploma required.
• No prior relevant work experience required.
• Background checks will be conducted.
• Authorized to work in the U.S. is required.

Responsibilities

• Greet faculty, staff, students and visitors, serving as first point of contact in person, by phone, or electronically.
• Investigate issues using university policies, provide timely resolutions and escalate when needed.
• Process orders, registrations, ID cards, tickets, and payments; communicate campus logistics information.
• Operate POS systems, research information, and maintain manuals and knowledge base articles.
• May supervise staff, including hiring and performance management.
• Maintain knowledge base and respond to service requests promptly.

Education

GED or HS diploma

Job description

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 SPECIFICSThe 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 mailUsing 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 requiredFacilitate a variety of customer experiences including, but not limited to processing orders and registrations; creating ID cards and specialty badges; communicating campus logistics information such as on-site navigation and transportation service information, parking, and facility access/restrictionsPromote and market products, projects, programs, and services; explore, determine, and strive to accommodate customer desires, needs, and requirementsProvide on-site and e-commerce ticketing and product sales, verifying eligibility; process or collect cost/fees; prepare invoices and settle payments; issue receipts/refundsCommunicate product and services improvement recommendations to accommodate changing business needsOperate computers, point-of-sale, and other systems/equipment to expedite purchase/services, research information, record data, etc.Maintain manuals, documents, knowledge base articles, and recordsMay process a variety of financial transactions and assist with inventoriesMay supervise staff, including hiring and performance managementMINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONSGeneral Equivalency Diploma (GED) or High School (HS)No prior relevant work experience requiredRequired Certifications:NoneBACKGROUND CHECKS/CLEARANCESEmployment 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 & BENEFITSThe salary range for this position, including all possible grades, is $33,504.00 - $48,552.00.Salary Structure - Information on Penn State's salary structurePenn 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 eligible spouses and children. For more detailed information, please visit our Benefits Page .CAMPUS SECURITY CRIME STATISTICSPursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here .EEO IS THE LAWPenn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.Federal Contractors Labor Law PosterPA State Labor Law PosterPenn State PoliciesCopyright InformationHotlines