Customer Service Supervisor The Customer Service Supervisor plays a pivotal role in supporting the daily operations of the Transportation Services Office located at Eisenhower Deck, under the direction of the Office Manager. This position is responsible for implementing and supporting programs and initiatives from Penn State's Transportation Services Office by coordinating and prioritizing customer service activities across multiple channels, including in-person, phone, and email communications. The supervisor oversees the day-to-day functions of the office, trains and mentors a team of Customer Service Representatives, and utilizes data tools such as ServiceNow, Microsoft Excel, and Power BI to monitor key performance indicators (KPIs), identify trends, and drive continuous improvement in service delivery. A working knowledge of Transportation Services-specific softwareincluding T2Flex, T2Flexport, HONK, ParkWhiz, and othersis essential. The role also leads efforts to streamline customer response processes and enhance the efficiency of product and service delivery. Position Responsibilities: Office Coordination 25% Serve in a lead support capacity by establishing priorities, maintaining schedules, and ensuring deadlines are met. Develop and implement office procedures to improve efficiency and service quality. Handle confidential and sensitive information with discretion. Attend meetings and manage documentation, including recording, transcribing, and distributing minutes. Proofread and coordinate the creation of forms and reports. Recommend policy and procedural changes based on customer and employee feedback. Workforce Management 30% Direct daily operations related to front counter sales, customer interactions, and administrative functions. Supervise Customer Service Representatives, ensuring effective handling of both virtual and in-person customer interactions. Coordinate hiring, training, and onboarding of new staff; provide ongoing coaching and performance feedback. Organize and facilitate meetings, workshops, and training sessions. Manage staffing and workflow during peak activity periods (e.g., student permit sales, football weekends, special events). Ensure adherence to departmental policies and procedures. Customer Service and Satisfaction 45% Deliver exceptional customer service to all Transportation Services visitors. Resolve inquiries and concerns from students, faculty, staff, and guests with professionalism and empathy. Greet and assist visitors, verify information, and provide accurate guidance or referrals. Proactively communicate with parking patrons to improve transparency and satisfaction. Train staff on customer service standards and response protocols. Develop and maintain guidelines and scheduling for after-hours customer support. Monitor and provide feedback on customer interactions, including those handled outside the office. Qualifications Demonstrated ability to lead, manage, and motivate teams. Strong customer service orientation. Excellent verbal and written communication skills. Ability to multitask and work independently. Strong problem-solving and decision-making skills. Proficiency in Microsoft Outlook, Word, Excel, and/or Google Workspace. Experience with SaaS systems and database management. Prior office supervision experience preferred. Minimum Education, Work Experience 4+ years of relevant experience; or an equivalent combination of education and experience accepted. Required Certifications: None Salary
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