Call Center Representative

The Pennsylvania State University • University Park, FL

14d • Hybrid

About The Position

Penn State Extension is seeking a Call Center Representative (Intermediate Support) to provide support to the spotted lanternfly call center. The call center is responsible for educating the public about spotted lanternflies, receiving reports of sightings, and addressing other general inquiries. This position provides daily direction and communication to part-time call center agents so that customer service calls are answered in a timely, efficient, and knowledgeable manner. Also includes the creation of the customer service assignment schedule. This position will serve as the primary point of contact for inquiries and escalations, resolving issues and routing escalations as necessary. Also provides daily direction and communication to employees to keep them updated on the ever-changing information about the spotted lanternfly. Additional responsibilities include: Improving customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes. Provides statistical and performance feedback, as well as coaching, on a regular basis to each team member. Responsible for hiring and training of new and seasonal employees. Assesses customer inquiries, business needs, and works with cross-functional teams to identify training, knowledge base, and expertise requirements. This includes developing training plans and materials, as well as ensuring that employees have access to the necessary training and other resources to perform their jobs effectively. The successful candidate must engage with diverse populations, meeting audience needs through the call center and referencing additional resources, including faculty, extension educators, and online tools (fact sheets, LearnNow videos, and short courses). The successful candidate should be willing to develop working-level knowledge of Spotted Lanternfly. Serve as an operator agent for a modern call center capable of professionally managing and processing a high volume of calls in a customer-friendly manner.

Requirements

• Excellent verbal and written communication skills in English are required and valued in Spanish.
• Must possess excellent interpersonal skills, the ability to build effective working relationships with colleagues and clientele, and the ability to work as an active member of a team.
• Must be very organized and able to work with a sense of urgency to meet the expectations of concerned citizens.
• General Equivalency Diploma (GED) or High School (HS)
• 2+ years of relevant experience
• Applicants must be authorized to work in the U.S.

Nice To Haves

• Experience in customer service, call center, sales, client management, information technology, and/or a basic understanding of entomology.
• Willing to develop working-level knowledge of Spotted Lanternfly.

Responsibilities

• Provide daily direction and communication to part-time call center agents.
• Create the customer service assignment schedule.
• Serve as the primary point of contact for inquiries and escalations, resolving issues and routing escalations as necessary.
• Provide daily direction and communication to employees to keep them updated on the ever-changing information about the spotted lanternfly.
• Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
• Provide statistical and performance feedback, as well as coaching, on a regular basis to each team member.
• Responsible for hiring and training of new and seasonal employees.
• Assess customer inquiries, business needs, and work with cross-functional teams to identify training, knowledge base, and expertise requirements.
• Develop training plans and materials, as well as ensuring that employees have access to the necessary training and other resources to perform their jobs effectively.
• Engage with diverse populations, meeting audience needs through the call center and referencing additional resources, including faculty, extension educators, and online tools (fact sheets, LearnNow videos, and short courses).
• Serve as an operator agent for a modern call center capable of professionally managing and processing a high volume of calls in a customer-friendly manner.

Benefits

• Comprehensive medical, dental, and vision coverage
• Robust retirement plans
• Substantial paid time off which includes holidays, vacation and sick time
• 75% tuition discount, available to employees as well as eligible spouses and children

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED