Transportation Services Customer Service Representative - Senior Support

Customer Service Representative - Senior Support

Auxiliary and Business Services - Transportation Services is seeking a Customer Service Representative - Senior Support to provide essential support for University transportation and parking services, supporting daily and event parking operations for faculty, staff, students, and visitors. This position requires strong customer service and communication skills.

Position Summary

The Customer Service Representative - Senior Support serves as an administrative operations specialist for Transportation Services and is responsible for independently coordinating and executing the department's core business and operational functions. Reporting to the Administrative Operations Manager, this position supports the administration of permit and rate configuration, financial reconciliation, payroll support, event administration, reporting, workflow management, and system configuration across multiple Transportation Services platforms. The role serves as a key operational resource for departmental projects, process improvement initiatives, and technology implementations while ensuring compliance with Transportation Services policies, procedures, and business rules. Through strong organizational, analytical, and technical skills, the senior CSR helps ensure that critical administrative workflows are completed accurately, efficiently, and in support of the department's strategic and operational objectives.

Primary Responsibilities

Business Operations Administration

• Administer and maintain parking permit programs, specialty permits, validations, and related transportation products.
• Configure permit types, rates, user groups, access credentials, and business rules within departmental systems.
• Process and reconcile financial transactions related to permit sales, event parking, citations, and other Transportation Services programs.
• Prepare and maintain operational, financial, and business reports.
• Support payroll processing, review, and documentation for Transportation Services staff.
• Maintain records supporting departmental audits, reviews, and compliance requirements.
• Coordinate recurring administrative tasks and ensure completion within established timelines.
• Monitor operational processes to ensure compliance with Transportation Services policies, procedures, and regulations.

Systems Administration & Operational Support

• Maintain working knowledge of Transportation Services software applications, including T2Flex, T2FlexPort, HONK, ParkWhiz, ASANA, and related systems.
• Perform system configuration, testing, setup, and routine maintenance activities.
• Create and maintain system records, user accounts, rates, permits, and operational settings.
• Assist with software implementation projects, upgrades, and process improvements.
• Troubleshoot operational issues and coordinate with Information Technology staff and vendors to resolve system-related concerns.
• Develop and maintain operational databases, forms, templates, and reporting tools that improve workflow efficiency.

Workflow Coordination

• Coordinate daily, weekly, monthly, and annual administrative workflows that support Transportation Services operations.
• Track assignments, deadlines, and recurring departmental responsibilities to ensure timely completion.
• Maintain workflow documentation and standard operating procedures.
• Monitor workload distribution and identify operational bottlenecks or inefficiencies.
• Recommend improvements to existing procedures and processes.
• Assist leadership in implementing departmental initiatives and operational changes.

Event & Program Administration

• Coordinate administrative support for campus events and Transportation Services programs.
• Program and coordinate event rates, parking products, permits, reservations, and associated system configurations.
• Prepare event-related documentation, reports, and reconciliations.
• Support communication and coordination activities associated with parking and transportation events.
• Maintain records associated with departmental projects and special initiatives.

Project Support & Process Improvement

• Support departmental projects by coordinating tasks, testing processes, and documenting outcomes.
• Assist with the implementation of new systems, processes, and technologies.
• Develop and maintain operational procedures, training materials, and workflow documentation.
• Participate in process improvement efforts designed to increase operational efficiency and customer service effectiveness.
• Collect and analyze operational data to support departmental decision-making and continuous improvement initiatives

Minimum Education, Work Experience & Required Certifications

Associate Degree; 4+ years of relevant experience; or an equivalent combination of education and experience accepted; Required Certifications: None

Background Checks/Clearances

Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license and successful completion of a motor vehicle records check will be required in addition to standard background checks. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

Salary & Benefits

The salary range for this position, including all possible grades, is $40,608.00 - $58,836.00. Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.