Senior Customer Services Representative; Penn Parking Services

University Of Pennsylvania Job Posting

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of Americas Best Large Employers in 2023. Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play. The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Senior Customer Services Representative; Penn Parking Services

Job Profile Title : Administrative Coordinator

Job Description Summary : Reporting to the Assistant Director of Parking Administration, the Customer Service Representative provides outstanding customer service and administrative support to patrons of Penn Parking, Commuter Services, and Penn Transitthree essential service areas within the Division of Business Services. These departments deliver parking, commuter, and transportation solutions to the University community through a variety of programs and product offerings. The position is responsible for processing customer enrollments and administrative transactions, responding to inquiries, maintaining accurate data and inventory records, and providing clear information about products, services, policies, and commuter benefits eligibility. This role requires excellent communication, attention to detail, and a commitment to delivering exceptional customer experiences in a fast-paced, service-oriented environment.

Job Description Key Responsibilities :

• Respond promptly and professionally to customer inquiries via phone, email, and in-person interactions.
• Provide accurate information regarding parking and commuter products, programs, services, policies, and procedures.
• Resolve customer complaints with empathy, discretion, and efficiency; document interactions and identify recurring themes for management review.
• Process parking permit and program requests, including new enrollments, cancellations, and changes, ensuring data accuracy and timely follow-up.
• Act as the primary point of contact for special event parking, including daily department visitors.
• Maintain accurate inventory control for all physical credentials (e.g., parking permits, validation coupons, access cards, and related materials).
• Accurately enter, update, and reconcile customer data using CRM systems and parking permit management databases.
• Collaborate with internal teams to address complex customer needs, ensuring timely escalation and resolution.
• Adhere to University, divisional, and departmental policies, compliance standards, and data security protocols.
• Contribute to customer satisfaction and retention initiatives by maintaining a high level of professionalism and service quality.

Qualifications :

About Penn Parking and Commuter Services

Penn Parking and Commuter Services, within the Division of Business Services, provides parking, transportation, and commuter benefit programs to the University of Pennsylvania community. The departments manage garages, surface lots, transit services, and commuter options to ensure accessibility, sustainability, and convenience for students, faculty, staff, and visitors. These services play a vital role in supporting the University's operational efficiency and environmental goals by encouraging sustainable commuting practices and enhancing the overall campus experience.

About the Division of Business Services

The Business Services Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment and providing mission-critical services and essential operations. BSD is dedicated to delivering high-quality service in a fiscally responsible manner. Currently, the Division focuses on three major initiatives : revenue growth / retention through improved marketing efforts, extended services, and the development of new distribution channels; driving productivity for the Division and its customers through the better use of technology; and enhancing service offerings through upgrades and expansions of facilities.

Job Location

Philadelphia, Pennsylvania

Department / School : Business Services

Pay Range : $21.15 - $29.00 Hourly Rate

Salary offers are made based on the candidates qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the jobs level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement : The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law. Special Requirements : Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

Penn offers a wide variety of benefits to help you and your family :

To learn more, please visit : https : / / www.hr.upenn.edu / PennHR / benefits-pay

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state or local law.