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.

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POSITION SPECIFICS​

The Customer Service Supervisor plays a pivotal role in supporting the daily operations of the Transportation Services Office located at Eisenhower Deck, under the direction of the Office Manager. This position is responsible for implementing and supporting programs and initiatives from Penn State’s Transportation Services Office by coordinating and prioritizing customer service activities across multiple channels, including in-person, phone, and email communications.

The supervisor oversees the day-to-day functions of the office, trains and mentors a team of Customer Service Representatives, and utilizes data tools such as ServiceNow, Microsoft Excel, and Power BI to monitor key performance indicators (KPIs), identify trends, and drive continuous improvement in service delivery. A working knowledge of Transportation Services-specific software—including T2Flex, T2Flexport, HONK, ParkWhiz, and others—is essential. The role also leads efforts to streamline customer response processes and enhance the efficiency of product and service delivery.

Position Responsibilities:

Office Coordination – 25%

Serve in a lead support capacity by establishing priorities, maintaining schedules, and ensuring deadlines are met.

Develop and implement office procedures to improve efficiency and service quality.

Handle confidential and sensitive information with discretion.

Attend meetings and manage documentation, including recording, transcribing, and distributing minutes.

Proofread and coordinate the creation of forms and reports.

Recommend policy and procedural changes based on customer and employee feedback.

Workforce Management – 30%

Direct daily operations related to front counter sales, customer interactions, and administrative functions.

Supervise Customer Service Representatives, ensuring effective handling of both virtual and in-person customer interactions.

Coordinate hiring, training, and onboarding of new staff; provide ongoing coaching and performance feedback.

Organize and facilitate meetings, workshops, and training sessions.

Manage staffing and workflow during peak activity periods (e.g., student permit sales, football weekends, special events).

Ensure adherence to departmental policies and procedures.

Customer Service and Satisfaction – 45%<