Customer Service Representative (Senior Customer Relations Manager)

Penn State University

Campus/Location:
University Park Campus
Date Announced:
04/23/2019
Date Closing:
open until filled
Job Number:
87304
Level/Salary Band:
  • 03 – E – Non-exempt
  • 04 – G – Non-exempt
Work Unit:
Intercollegiate Athletics
Department:
Ticketing Sales and Service
Full/Part Time:
Full–Time

Description

Intercollegiate Athletics is seeking a Senior Customer Relations Manager to oversee the Customer Relations Center for Intercollegiate Athletics. This candidate will manage a two-person staff as well as a student intern program. The successful candidate will answer customer questions, solve problems and provide information necessary to enhance our fans’ experience. Our objective is to improve the overall experiences of our customers through knowledgeable and efficient management of various customer inquiries including account management, ticket and parking information, web navigation, donations, data management and game day details. Responsibilities also include creating and analyzing customer experience surveys as well as the maintenance of current fan journey maps. First-call resolution is the goal and a personal approach to customer service is essential. This job will be filled as a level 3, or level 4, depending upon the successful candidate's competencies, education, and experience. Typically requires a High School diploma or higher plus five years of related experience, or an equivalent combination of education and experience for a level 3. Additional experience and/or education and competencies are required for higher level jobs. Key competencies are excellent communication skills, both verbal and written, a positive attitude and the ability to anticipate customer expectations. Working with a team and with a diverse customer base should be your preferred work environment. The ability to be resourceful, adaptable, and flexible are important qualities for a Senior Customer Relations Manager. Proficiency with Microsoft Office Suites and Ticketmaster Archtics is helpful. This job requires additional work hours on football Saturdays.

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