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University of Pennsylvania Senior Customer Service Representative in Philadelphia, Pennsylvania

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior Customer Service Representative

Job Profile Title

Administrative Coordinator

Job Description Summary

This position provides customer service for patrons of the Parking and Transportation Office.

Job Description

DUTIES:

This position provides customer service for patrons of the Parking and Transportation Office, acting as the primary point of contact for customers at the service window, via phone and email to answer question regarding parking permits and commuter benefits. The incumbent processes enrollments (including data entry & reconciliations) and all customer administrative transactions; answers questions on process & policy; issues inventory; provides guidance on access and eligibility for University's commuter benefits programs.

This position undertakes the Customer Service Representative II duties in his/her absence.

RESPONSIBILITIES:

  • Process transactions: Permit parking requests for payroll deduction; vendor parking requests; student parking requests; enrollment in Carpool, Vanpool, VIP and Occasional Parking (OPP) programs. Issue student trail passes.

  • Customer Service: Provide optimal customer experience for patrons of the Parking & Transportation Office; Act as the primary point of contact for customers at the service window, via phone and email to answer question regarding parking permits and commuter benefits.

  • Reconciliations: Reconcile daily transactions between transaction forms and credit card terminal. Continually update master data bases for parking program enrollment, assess controls, and payroll.

  • Communication: Provide guidance on access and eligibility for University's commuter benefits programs such as SEPTA Compass, PATCO Freedom Pass and N.J. Transit, Dart, AMTRAK and Penn Occasional Parking.

  • Other duties and responsibilities as assigned.

QUALIFICATIONS:

  • A Bachelor's Degree or higher and 2 to 3 years of experience or equivalent combination of education and experience is required.

  • Customer-service oriented background required, with retail experience preferred.

  • Attention to detail & ability to identify variations and exceptions within business processes required.

  • Prefer quick learner with demonstrated ability to manage multiple phone lines & email.

  • Solid verbal and written communication skills required, including ability to explain Penn Parking & Transportation services and program enrollment requirements.

  • Ability to identify & interact with a diverse range of institutional customers in a fast paced environment.

  • Solid computer skills to include MS office required.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Business Services

Pay Range

$20.00 - $36.00

Affirmative Action Statement Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

The University of Pennsylvania's special character is reflected in the diversity of the Penn community. We seek talented faculty and staff who will constitute a vibrant community that draws on the strength that comes with a substantive institutional commitment to diversity along dimensions of race, ethnicity, gender, sexual orientation, age, religion, disability, veteran status, interests, perspectives, and socioeconomic status. Grounded in equal opportunity, nondiscrimination, and affirmative action, Penn's robust commitment to diversity is fundamental to the University's mission of advancing knowledge, educating leaders for all sectors of society, and public service. The University of Pennsylvania prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

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