Customer Service Representative 4

Penn State University

Campus/Location:
University Park Campus
Campus City:
University Park, PA
Date Announced:
10/14/2019
Date Closing:
open until filled
Job Number:
91417
Level/Salary Band:
04 – G – Non-exempt
Work Unit:
College of Agricultural Sciences
Department:
Communications and Marketing
Full/Part Time:
Full–Time

Description

Penn State Extension is seeking a Customer Support Lead to support an expanding and growing business model. The Customer Service Lead is responsible for motivating, coaching, training and directing individuals with customer service responsibilities on the best practices and approach to attend to customer needs, as well as providing direct customer support. This position serves as the lead for the customer service group, which provides customer support for event registrations, website orders, website technical support, digital product access, as well as general Extension support questions and call routing. The customer service group supports both phone and email inquiries and consists of dedicated personnel and distributed individuals within the organization who support select support functions. This position is also expected to serve as a front-line customer support representative, providing direct customer support on incoming inquiries, as well as managing escalated inquiries. Also includes the management of customer service assignment schedule. Additionally, the position is responsible for improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; identifying training requirements; implementing changes. Typically requires an Associate's degree or higher plus five years of related experience, or an equivalent combination of education and experience. Previous customer support experience with Magento, Cvent, Salesforce, or similar e-commerce, event management, or CRM applications preferred, but not required. This position requires excellent communication, organization, and planning skills, as well as a thorough attention to detail. Previous customer support experience required. Proven strong administrative, organizational, prioritization and time management skills.

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