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Part Time

4 months ago

Altoona, United States Penn State University Full time

**JOB DESCRIPTION AND POSITION REQUIREMENTS**:
Customer Service Team Leads provide leadership and direction to operational support personnel such as customer service representatives, cashiers and food service and production workers.

**Job Duties**:

- Maintain knowledge of University customer service policies, procedures, and practices.
- Orient, train, coach, lead, and direct customer service representatives and other operational support personnel.
- Open and close operation in accordance with established procedures; plan, prioritize, and delegate work tasks; address no-shows/call-offs.
- Ensure the necessary resources, tools, and equipment are available and operational for quality customer service delivery; resolve or report issues to management.
- Investigate and handle complex and escalated customer service issues and complaints in a timely manner; review and track lower-level complaints and resolutions.
- Communicate and enforce dress and appearance standards.
- Identify, evaluate, and address training and coaching needs; resolve personnel problems, and administer disciplinary measures as required; request permission to relieve employees of duties.
- Maintain departmental/unit manuals, documentation, and records.
- Document any issues arising during shift to include customer complaints and resolutions, equipment malfunctions, employee call-offs/no-shows, and personnel who were terminated or quit.
- Maintain security of personnel records; lock doors, desk drawers, etc.
- Promote products/services to internal and external customers; communicate with vendors.
- May operate unit/department equipment and computer systems, including ticketing and point of sale (POS) systems.

The hours for this opening will be primarily evening and weekend hours.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

**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.

Employment with the University will require successful completion of background check(s) in accordance with University policies.

**EEO IS THE LAW