Senior Customer Services Representative; Penn Parking Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior Customer Services Representative; Penn Parking Services

Job Profile Title

Administrative Coordinator

Job Description Summary

Reporting to the Assistant Director of Parking Administration, the Customer Service Representative provides outstanding customer service and administrative support to patrons of Penn Parking, Commuter Services, and Penn Transit—three essential service areas within the Division of Business Services. These departments deliver parking, commuter, and transportation solutions to the University community through a variety of programs and product offerings.

The position is responsible for processing customer enrollments and administrative transactions, responding to inquiries, maintaining accurate data and inventory records, and providing clear information about products, services, policies, and commuter benefits eligibility. This role requires excellent communication, attention to detail, and a commitment to delivering exceptional customer experiences in a fast-paced, service-oriented environment.

Job Description

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and in-person interactions.

• Provide accurate information regarding parking and commuter products, programs, services, policies, and procedures.

• Resolve customer complaints with empathy, discretion, and efficiency; document interactions and identify recurring themes for management review.

• Process parking permit and program requests, including new enrollments, cancellations, and changes, ensuring data accuracy and timely follow-up.

• Act as the primary point of contact for special event parking, including daily department visitors.

• Maintain accurate inventory control for all physical credentials (e.g., parking permits, validation coupons, access cards, and related materials).

• Accurately enter, update, and reconcile customer data using CRM systems and parking permit management databases.

• Collaborate with internal teams to address complex customer needs, ensuring timely escalation and resolution.

• Adhere to University, divisional, and departmental policies, compliance standards, and data security protocols.

• Contribute to customer satisfaction and retention initiatives by maintaining a high level of professionalism and service quality.

Qualifications

• High school diploma or GED required; associate degree preferred.

• 5–7 years of experience, or an equivalent combination of education and experience required.

• Minimum of 1–3 years of customer service experience in a high-volume, fast-paced environment required.

• Proficiency with Microsoft Office applicati