Customer Service Representative

Customer Service Representative

Auxiliary and Business Services is seeking a Customer Service Representative to provide essential support for university transportation and parking services, serving as a key liaison for students, faculty, staff, and visitors. This role requires a strong understanding of university policies and procedures to effectively resolve issues, process transactions, and promote services that enhance the campus experience.

Key responsibilities include:

• Customer Engagement: Serve as the first point of contact for transportation and parking inquiries. Assist customers in person, by phone, email, or mail with professionalism and courtesy.
• Issue Resolution: Investigate and respond to customer concerns using knowledge of university policies. Troubleshoot problems, provide timely solutions, and escalate complex issues when necessary.
• Campus Logistics Support: Communicate information related to parking availability, transportation services, campus navigation, and facility access or restrictions to internal and external parties.
• Sales and Transactions: Process parking permits, event tickets, and transportation-related products both on-site and online. Verify eligibility, collect payments, issue receipts/refunds, and maintain accurate records.
• Marketing and Outreach: Promote transportation and parking services. Understand customer needs and recommend appropriate programs or products.
• System Operations: Utilize point-of-sale systems, parking portals, and other digital platforms to manage transactions, research information, and maintain data.
• Documentation and Reporting: Maintain manuals, knowledge base articles, and service records. Assist with inventory tracking and financial transactions.
• Support our operations team in navigating real time customer and employee concerns related to citations, parking equipment, events, and software programs.

Specialized duties include:

• Process first-year student parking permit waivers
• Track student permit sales and clear parking portal baskets
• Reconcile parking transactions from front counter team ensuring accuracy of transactions and tracking of procedures
• Support the collection of outstanding invoices related to parking permits and citations
• Monitor and track voided citations and warning citations from team members
• Manage duplicate permit requests
• Support academic and athletic (ICA) program parking upgrades
• Assist with faculty and staff permit assignments
• Respond to ADA-related parking needs
• Coordinate with construction companies and vendors for permit issuance
• Handle parking payroll matters
• Support events through virtual permit production, reconciliation, and invoicing
• Uploading financial reconciliation documents

This position is filled at the Intermediate Support level.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

General Equivalency Diploma (GED) or High School (HS) 2+ 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. 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 $36,888.00 - $53,532.00.

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.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact View phone number on click.appcast.io.

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission.