Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

Customer Service

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

Level:

– Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates baseline working knowledge of routine tasks. Follows the standard principles and practices. Acts under direct and frequent supervision using established procedures with detailed instructions. Participates as a team member and actively contributes to completion of team goals. Clearly communicates information.

Supervisory Responsibilities:

– None

Fiscal Responsibilities:

– Typically none
– May handle routine financial transactions

Problem Solving:

– Encounters routine problems
– Follows recommended course of action and procedures to resolve problems
– Demonstrates working knowledge of institutional policies and procedures

Independence of Action:

– Work is closely monitored by supervisor
– Detailed instructions and procedures are provided
– Applies standard operating procedures with limited guidelines for deviation

Communication and Collaboration:

– Communicates mostly internally within working unit
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Clearly communicates information, ideas, or instructions verbally and in writing

• Comp Grade – 3
• Minimum – $31,600.00
• MidPoint – $38,700.00
• Maximum – $45,800.00