Penn State Job Catalog

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:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 6
• Minimum – $44,628.00
• MidPoint – $54,696.00
• Maximum – $64,668.00

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