APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

Customer Service Team Leads provide leadership and direction to operational support personnel such as customer service representatives, cashiers and food service and production workers.

Job Duties

• Maintain knowledge of University customer service policies, procedures, and practices.
• Orient, train, coach, lead, and direct customer service representatives and other operational support personnel.
• Open and close operation in accordance with established procedures; plan, prioritize, and delegate work tasks; address no-shows/call-offs.
• Ensure the necessary resources, tools, and equipment are available and operational for quality customer service delivery; resolve or report issues to management.
• Investigate and handle complex and escalated customer service issues and complaints in a timely manner; review and track lower-level complaints and resolutions.
• Communicate and enforce dress and appearance standards.
• Identify, evaluate, and address training and coaching needs; resolve personnel problems, and administer disciplinary measures as required; request permission to relieve employees of duties.
• Maintain departmental/unit manuals, documentation, and records.
• Document any issues arising during shift to include customer complaints and resolutions, equipment malfunctions, employee call-offs/no-shows, and personnel who were terminated or quit.
• Maintain security of personnel records; lock doors, desk drawers, etc.
• Promote products/services to internal and external customers; communicate with vendors.
• May operate unit/department equipment and computer systems, including ticketing and point of sale (POS) systems.

The hours for this opening will be primarily evening and weekend hours.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in soc