Customer Service Representative

Penn State University

Campus/Location:
University Park Campus
Campus City:
University Park, PA
Date Announced:
04/23/2019
Date Closing:
open until filled
Job Number:
87244
Work Unit:
College of Agricultural Sciences
Department:
Extension
Full/Part Time:
Part–Time

Description

The College of Agricultural Sciences is seeking an individual with customer service experience to join the Penn State College of Agricultural Sciences response to the Spotted Lantern Fly (SLF) quarantine. The individual will be will serve as a member of the SLF call center operator team. Specific responsibilities will include: maintaining the overall operation and professional image of the customer focused call center; serve as first-line point of contact for external stakeholders interested in reporting a Spotted Lantern Fly siting and/or looking for additional information and resources; respond and refer customer questions and/or needs, provide appropriate response/service for situation; and refer to other department(s)/unit(s) when necessary; correspond with a diverse customer base by phone, video conference, email, or regular mail; investigate unusual situations or concerns and assist in problem resolution; operate various equipment and computer systems including proficiency with the Microsoft word and excel; assist with any required reporting with the College SLF team, Pennsylvania Department of Agriculture, and/or United States Department of Agriculture; ensure quality of all call center services. The successful candidate must engage with diverse populations, meeting audience needs through the call center and referencing additional resources including faculty, extension educators, and online tools (fact sheets, LearnNow videos, and short courses). The individual will work closely with the College SLF call center manager in meeting stakeholder needs. Further, the successful candidate should be willing to develop working level knowledge of Spotted Lantern Fly. Serve as an operator for a modern call center capable of professionally managing and processing an estimated 40,000-60,000 calls in a costumer friendly manner. The call center operators will also assist with required reporting systems to help concerned citizens of the commonwealth adapt to the presence of the SLF and reduce the economic impact of the invasive insect. The position(s) will be located on the University Park Campus of The Pennsylvania State University. Candidates should enjoy the challenge of working as a diverse array of citizens of the Commonwealth. Excellent verbal and written communications skills required in English, and valued in Spanish. Candidates must possess excellent interpersonal skills, the ability to build effective working relationships with colleagues and clientele, and the ability to work as an active member of a team. The candidate must be very organized and able to work with sense of urgency to meet the expectations of concerned citizens. This job will be filled as a Customer Service Representative, which typically requires a High School Diploma or higher plus three years of related experience, or an equivalent combination of education and experience. Desired experience includes customer service, call center, sales, client management, or information technology. Must be able to carry equipment, educational materials and supplies with or without accommodation. Standard background checks are required. This position is an opportunity to join one of the nation’s leading Extension organizations at a time when it is embarking on a new and exciting project.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088