Transportation Services Customer Service Representative - Senior Support

The Customer Service Representative - Senior Support serves as an administrative operations specialist for Transportation Services and is responsible for independently coordinating and executing the department’s core business and operational functions. Reporting to the Administrative Operations Manager, this position supports the administration of permit and rate configuration, financial reconciliation, payroll support, event administration, reporting, workflow management, and system configuration across multiple Transportation Services platforms. The role serves as a key operational resource for departmental projects, process improvement initiatives, and technology implementations while ensuring compliance with Transportation Services policies, procedures, and business rules. Through strong organizational, analytical, and technical skills, the senior CSR helps ensure that critical administrative workflows are completed accurately, efficiently, and in support of the department's strategic and operational objectives.

• Administer and maintain parking permit programs, specialty permits, validations, and related transportation products.
• Configure permit types, rates, user groups, access credentials, and business rules within departmental systems.
• Process and reconcile financial transactions related to permit sales, event parking, citations, and other Transportation Services programs.
• Prepare and maintain operational, financial, and business reports.
• Support payroll processing, review, and documentation for Transportation Services staff.
• Maintain records supporting departmental audits, reviews, and compliance requirements.
• Coordinate recurring administrative tasks and ensure completion within established timelines.
• Monitor operational processes to ensure compliance with Transportation Services policies, procedures, and regulations.

• Maintain working knowledge of Transportation Services software applications, including T2Flex, T2FlexPort, HONK, ParkWhiz, ASANA, and related systems.
• Perform system configuration, testing, setup, and routine maintenance activities.
• Create and maintain system records, user accounts, rates, permits, and operational settings.
• Assist with software implementation projects, upgrades, and process improvements.
• Troubleshoot operational issues and coordinate with Information Technology staff and vendors to resolve system-related concerns.
• Develop and maintain operational databases, forms, templates, and reporting tools that improve workflow efficiency.

• Coordinate daily, weekly, monthly, and annual administrative workflows that support Transportation Services operations.
• Track assignments, deadlines, and recurring departmental responsibilities to ensure timely completion.
• Maintain workflow documentation and standard operating procedures.
• Monitor workload distribution and identify operational bottlenecks or inefficiencies.
• Recommend improvements to existing procedures and processes.
• Assist leadership in implementing departmental initiatives and operational changes.

• Coordinate administrative support for campus events and Transportation Services programs.
• Program and coordinate event rates, parking products, permits, reservations, and associated system configurations.
• Prepare event-related documentation, reports, and reconciliations.
• Support communication and coordination activities associated with parking and transportation events.
• Maintain records associated with departmental projects and special initiatives.

• Support departmental projects by coordinating tasks, testing processes, and documenting outcomes.
• Assist with the implementation of new systems, processes, and technologies.
• Develop and maintain operational procedures, training materials, and workflow documentation.
• Participate in process improvement efforts designed to increase operational efficiency and customer service effectiveness.
• Collect and analyze operational data to support departmental decision-making and continuous improvement initiatives

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.

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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