Penn State Job Catalog

The defined natural career progression within or between job profiles.

Client Services

The Client Services Specialist serves as the primary point of contact, providing support and assistance to ensure client needs are met effectively; acts as an ambassador and face of the University; develops long-lasting relationships with clients and key stakeholders; matches priority issues and needs with organizational services; communicates the value and impact of services/offerings to clients/stakeholders; maximizes organizational relevance and revenue by continuous growth of the client base; works with key stakeholders to advocate for and secure funding.

• Respond promptly to client inquiries via phone, email, or in-person, addressing questions and concerns with professionalism and care
• Build and maintain strong relationships with clients, understanding needs and providing tailored solutions
• Foster new business by expanding existing relationships and evaluating changing needs, as well as seeking out new relationships through networking, centers of influence, and other referral sources
• Prepare presentations and proposals
• Identify and resolve issues efficiently, coordinating with internal teams as necessary to ensure timely resolution
• Maintain accurate records of client interactions, feedback, and service requests
• Stay current with services and offerings to provide informed recommendations and support
• Assist in onboarding new clients, providing training and resources to ensure a high quality experience
• Gather and analyze feedback to identify trends and areas for improvement; report findings to management
• May supervise staff members, including hiring, development, and performance management

Level:

– Senior Supervisor

Base Description:

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

Level Summary:

– Demonstrates comprehensive knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. May demonstrate subject matter expertise. Demonstrates intermediate to advanced planning, organizing, directing, and facilitating skills. Demonstrates the ability to coach assigned employees. Assigns and reviews completed work to verify accuracy, quality, and adherence to professional standards. Trains, coaches, mentors, and motivates staff. Anticipates potential problems, issues, and opportunities; researches and recommends solutions within defined policies. May develop creative recommendations for solving problems.

Supervisory Responsibilities:

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

Fiscal Responsibilities:

– May validate and pay invoices
– Monitors and tracks budgets for specific area and/or grant(s)
– May assist in planning and forecasting budgets

Problem Solving:

– Encounters moderately complex problems
– Applies general precedents and practices and specialized knowledge and skills to resolve problems
– Understands benefits, limitations and impact of potential solutions
– Anticipates potential problems and recommends possible solutions within general guidelines

Independence of Action:

– Works independently on moderately complex work assignments, reviews progress, and evaluates results
– Organizes work of direct reports and sets team priorities
– Reviews the work of others to verify accuracy, quality, and adherence to professional standards

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, accurately and persuasively both verbally and in written materials intended for distribution

• Comp Grade – 12
• Minimum – $76,700.00
• MidPoint – $95,900.00
• Maximum – $115,100.00