Customer Service Team Lead - Food Service

APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• 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, see Notice to Out of State Applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS

New opportunity for Fall 2026 and Spring 2027 Academic Year!

Customer Service Team Leads provide leadership and direction to operational support personnel such as customer service representatives, cashiers and food service and production workers.

This is not a student opening.

Job Duties

• Maintain knowledge of University customer service policies, procedures, and practices.
• Train, coach, lead, and direct customer service representatives and other operational support personnel.
• Open and close operation in accordance with established procedures; plan, prioritize, and delegate work tasks; address no-shows/call-offs.
• Ensure the necessary resources, tools, and equipment are available and operational for quality customer service delivery; resolve or report issues to management.
• Investigate and handle complex and escalated customer service issues and complaints in a timely manner; review and track lower-level complaints and resolutions.
• Communicate and enforce dress and appearance standards.
• Identify, evaluate, and address training and coaching needs; resolve personnel problems, and administer disciplinary measures as required; request permission to relieve employees of duties.
• Maintain departmental/unit manuals, documentation, and records.
• Document any issues arising during shift to include customer complaints and resolutions, equipment malfunctions, employee call-offs/no-shows, and personnel who were terminated or quit.
• Maintain security of personnel records; lock doors, desk drawers, etc.
• Promote products/services to internal and external customers; communicate with vendors.
• May operate unit/department equipment and computer systems, including ticketing and point of sale (POS) systems.

The hours for this opening will be primarily evening and weekend hours, 20 to 24 hours per week.

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies.

CAMPUS SECURITY CRIME STATISTICS

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.

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