Customer Service Representative

Penn State University • University Park, IL

12d • $36,888 - $53,532

About The Position

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.

Requirements

• General Equivalency Diploma (GED) or High School (HS)
• 2+ years of relevant experience; or an equivalent combination of education and experience accepted
• 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

• 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.
• Investigate and respond to customer concerns using knowledge of university policies.
• Troubleshoot problems, provide timely solutions, and escalate complex issues when necessary.
• Communicate information related to parking availability, transportation services, campus navigation, and facility access or restrictions to internal and external parties.
• 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.
• Promote transportation and parking services.
• Understand customer needs and recommend appropriate programs or products.
• Utilize point-of-sale systems, parking portals, and other digital platforms to manage transactions, research information, and maintain data.
• 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.
• 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.

Benefits

• Comprehensive medical coverage
• Dental coverage
• 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