Part-Time Customer Service Representative - Spotted Lanternfly

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• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click "Apply" and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location.For additional information on remote work at Penn State, seeNotice to Out of State Applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

The College of Agricultural Sciences is seeking individuals with customer service experience to join the Penn State College of Agricultural Sciences' response to the Spotted Lanternfly (SLF) quarantine. The individuals will serve as a member of the SLF call center agent team.

Specific responsibilities will include:

• Maintaining the overall operation and professional image of the customer focused call center
• Serve as first-line point of contact for external stakeholders interested in reporting a Spotted Lanternfly sighting and/or looking for additional information and resources
• Respond and refer customer questions and/or needs, provide appropriate response/service for situation; and refer to otherdepartment(s)/unit(s)when necessary
• Correspond with a diverse customer base by phone, video conference, email, or regular mail
• Investigate unusual situations or concerns and assist in problem resolution
• Operate various equipment and computer systems including proficiency with Microsoft Word and Excel
• Assist with any required reporting with the College SLF team, Pennsylvania Department of Agriculture, and/or United States Department of Agriculture
• Ensure quality of all call center services

The successful candidates must engage with diverse populations, meeting audience needs through the call center and referencing additional resources including: faculty, extension educators, and online tools (fact sheets, LearnNow videos, and short courses). The individuals will work closely with the college SLF call center manager in meeting stakeholder needs.

Further, the successful candidates should be willing to develop working level knowledge of Spotted Lanternfly. They will serve as an operator agent for a modern call center capable of professionally managing and processing a high volume of calls in a customer friendly manner.

The call center agent will also assist with required reporting systems to help concerned citizens of the commonwealth adapt to the presence of the SLF, and reduce the economic impact of the invasive insect. The position(s) will be require training at the University Park Campus of The Pennsylvania State University and then will be remote. The call center operates 8am-5pm, Monday- Friday and seasonally spring through late fall.

Candidates should enjoy the challenge of working as a diverse array of citizens of the Commonwealth. Excellent verbal and written communications skills required in English, and valued in Spanish. Candidates must possess excellent interpersonal skills, the ability to build effective working relationships with colleagues and clientele, and the ability to work as an active member of a team.

The candidates must be very organized and able to work with sense of urgency to meet the expectations of concerned citizens. Desired experience includes customer service, call center, sales, client management, information technology, and/or an understanding of basic entomology.

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: