Customer Service Support - South Food District

Penn State University•Ferguson Township, PA

About The Position

The Customer Service Representative - provides 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

Requirements

General Equivalency Diploma (GED) or High School (HS)
No prior relevant work experience required; previous relevant work experience accepted in lieu of education.
Employment with the University will require successful completion of background check(s) in accordance with University policies.
Applicants must be authorized to work in the U.S.

Responsibilities

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

Benefits

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.

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