Facility Customer Care Agent

Customer Service Representative

Customer Service Representatives provide 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

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. 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 $34,800.00 - $50,500.00. 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 814-865-1473.