Edtech.com's Summary

The Pennsylvania State University is hiring a Customer Service Representative. The role involves providing internal and external customer support for university functions such as housing, dining, transportation, and athletics. The representative will troubleshoot issues, offer timely solutions, manage customer interactions across multiple channels, promote university services, handle financial transactions, and may supervise staff.

Highlights

Serve as first point of contact for faculty, staff, students, and visitors via in person, electronic, telephone, or mail communication.
Investigate and resolve customer issues using university policies and protocols; escalate when necessary.
Manage customer experiences including processing orders, registrations, ID card creation, and communicating campus logistics like parking and transportation.
Promote and market university products, projects, programs, and services tailored to customer needs.
Operate point-of-sale systems and other equipment for ticketing, sales, invoicing, payments, and refunds.
Maintain documentation including manuals, knowledge base articles, and records.
May process varied financial transactions and assist with inventory management.
May supervise staff, including responsibilities for hiring and performance management.
Requires a GED or high school diploma with at least 2 years of relevant experience or equivalent combination.
Salary range from $34,800 to $50,500 with a comprehensive benefits package including medical, dental, vision, retirement plans, paid time off, and a 75% tuition discount for employees and their families.

Customer Service Representative Full 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 SPECIFICS

Customer Service Representatives provide 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 ID cards 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)2+ years of relevant experience; or an equivalent combination of education and experience

acceptedRequired Certifications:None

BACKGROUND 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 $34,800.00 - $50,500.00.

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 eligible spouses and children. For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant 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 LAW

Penn 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.The Pennsylvania State University 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 Poster

PA State Labor Law Poster

Penn State Policies

Hotlines

Original 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 SPECIFICS

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 ID cards 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

acceptedRequired Certifications:None

BACKGROUND 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 $34,800.00 - $50,500.00.

Salary Structure - Information on Penn State's salary structure

CAMPUS SECURITY CRIME STATISTICS

EEO IS THE LAW

Federal Contractors Labor Law Poster

PA State Labor Law Poster

Penn State Policies

Hotlines

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Edtech.com's Summary

Customer Service Representative Full Description

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