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:

– Senior Support

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

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

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 5
• Minimum – $40,608.00
• MidPoint – $49,716.00
• Maximum – $58,836.00

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