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.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

Customer Service Representatives provide internal and external customer support for University functions, events, and services including housing, dining, hospitality, transportation, facilities, athletics, agriculture, etc. Tasks require knowledge of University policies, procedures, practices, and protocols to troubleshoot issues, provide timely resolutions and assistance, and promote/market products, projects, programs, and services.

Responsibilities:

• Greet faculty, staff, students, and visitors, often serving as the first point of contact; assist in person, electronically, by telephone, or mail

• Using knowledge of University policies, procedures, practices, and protocols, investigate and respond to issues of concern; isolate and troubleshoot problems; provide guidance and timely solutions; follow up as necessary; escalate as required

• Facilitate a variety of customer experiences including, but not limited to processing orders and registrations; creating ID cards and specialty badges; communicating campus logistics information such as on-site navigation and transportation service information, parking, and facility access/restrictions

• Promote and market products, projects, programs, and services; explore, determine, and strive to accommodate customer desires, needs, and requirements

• Provide on-site and e-commerce ticketing and product sales, verifying eligibility; process or collect cost/fees; prepare invoices and settle payments; issue receipts/refunds

• Communicate product and service improvement recommendations to accommodate changing business needs

• Operate computers, point-of-sale, and other systems/equipment to expedite purchase/services, research information, record data, etc.

• Maintain manuals, documents, knowledge base articles, and records

• May process a variety of financial transactions and assist with inventories

• May supervise staff, including hiring and performance management

Education:

• Minimum Education: High School Diploma/GED or Vocational Training/Degree

• Minimum Experience: 2+ years of relevant experience

• Equivalency: Or an equivalent combination of education and experience

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 society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and