Customer Services Rep - Supervisor

Penn State University•University Park, PA

33d

About The Position

The Customer Service Supervisor plays a pivotal role in supporting the daily operations of the Transportation Services Office located at Eisenhower Deck, under the direction of the Office Manager. This position is responsible for implementing and supporting programs and initiatives from Penn State's Transportation Services Office by coordinating and prioritizing customer service activities across multiple channels, including in-person, phone, and email communications. The supervisor oversees the day-to-day functions of the office, trains and mentors a team of Customer Service Representatives, and utilizes data tools such as ServiceNow, Microsoft Excel, and Power BI to monitor key performance indicators (KPIs), identify trends, and drive continuous improvement in service delivery. A working knowledge of Transportation Services-specific software-including T2Flex, T2Flexport, HONK, ParkWhiz, and others-is essential. The role also leads efforts to streamline customer response processes and enhance the efficiency of product and service delivery.

Requirements

Demonstrated ability to lead, manage, and motivate teams.
Strong customer service orientation.
Excellent verbal and written communication skills.
Ability to multitask and work independently.
Strong problem-solving and decision-making skills.
Proficiency in Microsoft Outlook, Word, Excel, and/or Google Workspace.
Experience with SaaS systems and database management.
Demonstrate advanced understanding of Transportation Services operations.
Exhibit intermediate proficiency in Microsoft Office and Transportation Services-specific software.
Exercise sound judgment and autonomy in managing office operations.
Ensure staff are trained and progressing in their roles.
Define work objectives, set priorities, and establish deadlines.
Maintain compliance with personnel and financial documentation standards.
Foster collaboration among staff to ensure courteous and efficient customer interactions.
Coach and mentor staff to uphold operational and departmental standards.
Evaluate performance and recommend professional development opportunities.
Clearly communicate policies, expectations, and departmental updates.
Build positive relationships with university departments, vendors, and campus visitors.
Maintain composure in challenging situations and resolve conflicts diplomatically.
Identify operational challenges and opportunities through observation and data analysis.
Recommend improvements to enhance customer experience.
Promote quality service and safety practices among staff.
Associate Degree
4+ years of relevant experience; or an equivalent combination of education and experience accepted

Nice To Haves

Prior office supervision experience preferred.

Responsibilities

Serve in a lead support capacity by establishing priorities, maintaining schedules, and ensuring deadlines are met.
Develop and implement office procedures to improve efficiency and service quality.
Handle confidential and sensitive information with discretion.
Attend meetings and manage documentation, including recording, transcribing, and distributing minutes.
Proofread and coordinate the creation of forms and reports.
Recommend policy and procedural changes based on customer and employee feedback.
Direct daily operations related to front counter sales, customer interactions, and administrative functions.
Supervise Customer Service Representatives, ensuring effective handling of both virtual and in-person customer interactions.
Coordinate hiring, training, and onboarding of new staff; provide ongoing coaching and performance feedback.
Organize and facilitate meetings, workshops, and training sessions.
Manage staffing and workflow during peak activity periods (e.g., student permit sales, football weekends, special events).
Ensure adherence to departmental policies and procedures.
Deliver exceptional customer service to all Transportation Services visitors.
Resolve inquiries and concerns from students, faculty, staff, and guests with professionalism and empathy.
Greet and assist visitors, verify information, and provide accurate guidance or referrals.
Proactively communicate with parking patrons to improve transparency and satisfaction.
Train staff on customer service standards and response protocols.
Develop and maintain guidelines and scheduling for after-hours customer support.
Monitor and provide feedback on customer interactions, including those handled outside the office.

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. For more detailed information, please visit our Benefits Page.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume