Edtech.com's Summary

The Pennsylvania State University is hiring a Customer Services Rep - Supervisor. This role manages the daily operations of the Transportation Services Office by coordinating customer service activities, supervising staff, and using data tools like ServiceNow, Excel, and Power BI to improve service delivery. The supervisor leads customer support programs, trains representatives, and enhances efficiency in handling multiple service channels and transportation software.

Highlights

Manage daily operations of the Transportation Services Office and supervise Customer Service Representatives.
Coordinate customer service activities across in-person, phone, and email channels.
Use tools such as ServiceNow, Microsoft Excel, Power BI, and Transportation Services software (T2Flex, HONK, ParkWhiz).
Develop office procedures to improve efficiency and service quality.
Handle staffing, training, hiring, coaching, and performance evaluation of customer service staff.
Deliver exceptional customer service and resolve inquiries with professionalism and empathy.
Monitor key performance indicators and recommend policy changes based on feedback and data analysis.
Minimum qualifications include an Associate Degree and 4+ years of relevant experience or equivalent combination.
Salary range is $42,100 to $61,000 with a competitive benefits package including tuition discounts.
Experience with SaaS systems, database management, and prior office supervision preferred.

Customer Services Rep - Supervisor 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

The Customer Service Supervisor plays a pivotal role in supporting the daily operations of the Transportation Services Office located at Eisenhower Deck, under the direction of the Office Manager. This position is responsible for implementing and supporting programs and initiatives from Penn State's Transportation Services Office by coordinating and prioritizing customer service activities across multiple channels, including in-person, phone, and email communications.

The supervisor oversees the day-to-day functions of the office, trains and mentors a team of Customer Service Representatives, and utilizes data tools such as ServiceNow, Microsoft Excel, and Power BI to monitor key performance indicators (KPIs), identify trends, and drive continuous improvement in service delivery. A working knowledge of Transportation Services-specific software—including T2Flex, T2Flexport, HONK, ParkWhiz, and others—is essential. The role also leads efforts to streamline customer response processes and enhance the efficiency of product and service delivery.

Position Responsibilities:

Office Coordination - 25%

Serve in a lead support capacity by establishing priorities, maintaining schedules, and ensuring deadlines are met.

Develop and implement office procedures to improve efficiency and service quality.

Handle confidential and sensitive information with discretion.

Attend meetings and manage documentation, including recording, transcribing, and distributing minutes.

Proofread and coordinate the creation of forms and reports.

Recommend policy and procedural changes based on customer and employee feedback.

Workforce Management - 30%

Direct daily operations related to front counter sales, customer interactions, and administrative functions.

Supervise Customer Service Representatives, ensuring effective handling of both virtual and in-person customer interactions.

Coordinate hiring, training, and onboarding of new staff; provide ongoing coaching and performance feedback.

Organize and facilitate meetings, workshops, and training sessions.

Manage staffing and workflow during peak activity periods (e.g., student permit sales, football weekends, special events).

Ensure adherence to departmental policies and procedures.

Customer Service and Satisfaction - 45%

Deliver exceptional customer service to all Transportation Services visitors.

Resolve inquiries and concerns from students, faculty, staff, and guests with professionalism and empathy.

Greet and assist visitors, verify information, and provide accurate guidance or referrals.

Proactively communicate with parking patrons to improve transparency and satisfaction.

Train staff on customer service standards and response protocols.

Develop and maintain guidelines and scheduling for after-hours customer support.

Monitor and provide feedback on customer interactions, including those handled outside the office.

Qualifications

Demonstrated ability to lead, manage, and motivate teams.

Strong customer service orientation.

Excellent verbal and written communication skills.

Ability to multitask and work independently.

Strong problem-solving and decision-making skills.

Proficiency in Microsoft Outlook, Word, Excel, and/or Google Workspace.

Experience with SaaS systems and database management.

Prior office supervision experience preferred.

Effective Knowledge

Demonstrate advanced understanding of Transportation Services operations.

Exhibit intermediate proficiency in Microsoft Office and Transportation Services-specific software.

Accountability

Exercise sound judgment and autonomy in managing office operations.

Ensure staff are trained and progressing in their roles.

Define work objectives, set priorities, and establish deadlines.

Maintain compliance with personnel and financial documentation standards.

Teamwork

Foster collaboration among staff to ensure courteous and efficient customer interactions.

Coach and mentor staff to uphold operational and departmental standards.

Evaluate performance and recommend professional development opportunities.

Communication

Clearly communicate policies, expectations, and departmental updates.

Build positive relationships with university departments, vendors, and campus visitors.

Maintain composure in challenging situations and resolve conflicts diplomatically.

Innovation

Identify operational challenges and opportunities through observation and data analysis.

Recommend improvements to enhance customer experience.

Promote quality service and safety practices among staff.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS
Associate Degree4+ years of relevant experience; or an equivalent combination of education and experience

acceptedRequired 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 $42,100.00 - $61,000.00.

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.

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Original Job Description