Senior Customer Services Representative; Penn Parking Services at UPenn

University Overview

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 America’s 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.

Posted Job Title

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 Transit—three 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

High school diploma or GED required; associate degree preferred.
5–7 years of experience, or an equivalent combination of education and experience required.
Minimum of 1–3 years of customer service experience in a high-volume, fast-paced environment required.
Proficiency with Microsoft Office applications and database management systems.
Strong technical aptitude with the ability to navigate multiple systems simultaneously.
Excellent attention to detail, organizational skills, and time management abilities.
Experience managing multiple phone lines and customer service inboxes.
Demonstrated ability to identify variations and exceptions within business processes.
Strong verbal and written communication skills with the ability to interact effectively and professionally with a diverse University community.

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.

For more information, visit: https://www.business-services.upenn.edu/parking and https://cms.business-services.upenn.edu/transportation

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.
Enhancing service offerings through upgrades and expansions of facilities.

For more information about the Division of Business Services, visit: https://www.business-services.upenn.edu/

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Business Services

Pay Range

$21.15 - $29.00 Hourly Rate

Salary offers are made based on the candidate’s 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 job’s 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

Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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