Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.
Missing levels within the leveling matrix can be added based on business need.

The defined natural career progression within or between job profiles.

Customer Service

The Customer Service Representatives provides front-line internal and external customer support for University functions, events, programs, products, and services, including housing, dining, transportation, facilities, athletics, agriculture, and other University operations; serves as a point of contact for faculty, staff, students, visitors, and other customers; provides information and assistance; resolves questions and concerns; processes transactions, orders, registrations, and payments; facilitates positive and efficient customer experiences.

• Greet and assist faculty, staff, students, visitors, and other customers, often serving as the initial point of contact; provide assistance in person, electronically, by telephone, mail, or other communication channels
• Apply knowledge of University policies, procedures, practices, and protocols to respond to customer questions and concerns; identify and troubleshoot problems, provide guidance and timely resolutions, follow up as appropriate, and escalate matters when necessary
• Facilitate a variety of customer services and experiences, including processing orders, registrations, reservations, applications, requests, and other transactions; create identification cards and specialty badges; provide information regarding campus navigation, transportation, parking, facility access, restrictions, and other logistics
• Promote and provide information about University products, programs, projects, events, and services; identify customer needs and requirements and recommend appropriate options, resources, or services
• Process on-site and electronic sales and transactions, including ticketing and product sales; verify eligibility and applicable requirements, collect and process fees and payments, prepare invoices, reconcile or settle transactions, and issue receipts, credits, refunds, or other adjustments in accordance with established procedures
• Operate computers, point-of-sale systems, ticketing platforms, databases, and other systems and equipment to process transactions and services, research information, enter and retrieve data, maintain records, and support operational activities
• Maintain and update manuals, procedures, reference materials, knowledge base articles, customer communications, and other documentation to support consistent and accurate service delivery
• Identify trends, recurring issues, and customer needs and communicate recommendations for improvements to products, services, processes, systems, and customer experiences
• May process financial transactions, maintain cash or other payment accountability, reconcile records, and assist with inventory control and related operational activities
• May supervise staff members, including hiring, development, 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 – $33,504.00
• MidPoint – $41,028.00
• Maximum – $48,552.00

• Compliance
• Customer Service
• Marketing
• Project Management
• Quality Assurance (QA)
• Records management
• Scheduling
• Stakeholder engagement

• General Equivalency Diploma (GED)
• High School (HS)