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, to provide timely resolutions and assistance, and to promote/market products, projects, programs, and services.

• Greet faculty, staff, students, and visitors, often serving as 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 services 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 and Experience:

Minimum of a high school diploma or general equivalency (GED). Or, an equivalent combination of education and experience.

As a member of Auxiliary and Business Services within the Finance and Business unit, you will be joining a team of individuals who have the ambition to help Penn State succeed. Workforce diversity, cultural inclusiveness, and employment equity are deeply rooted in Penn State’s historic mission. Just as we are committed to being a diverse educational environment, we are also committed to being a diverse working community. As a community, we endeavor to be a mixture of cultural backgrounds, life experiences, and individual perspectives that add variety and vitality to the workplace. T