Customer Service Representative 2
Boise State University

About Us:
Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at https://www.boisestate.edu/about/

Boise State University is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.
Job Summary/Basic Function:
To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

Part time is optional
Level Scope:
Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.
Essential Functions:
60% of Time the Customer Service Rep 2 must:

• Approximately 60% of their time working directly with external customers. Requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. Requirement to conduct in-depth interviews to elicit and record sensitive information; research and analyze information to make decisions and resolve complicated issues.
• Incumbents determine customers' requests and needs and provide specialized information about agency programs and services. Research and interpret laws and technical information, and resolve complex, varied and sometimes controversial and/or volatile issues; prepare clear and concise responses for customers. Research information beyond existing procedures for many solutions and answers to questions. A high degree of human relation skills is required to persuade or influence others' behavior.
• Identify customer service problems, make recommendations, and plan and coordinate program and communication changes. Incumbents may supervise staff or have leadwork responsibilities.
• Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record keeping systems by adding or deleting; compiling data and preparing reports.

35% of the Time the Customer Service Representative 2 must:

• Maintain accurate working knowledge on current and upcoming state, federal, and university regulations relating to financial aid
• Determine the individual financial needs of a student and recommending available options
• Answer financial aid-related questions, clarifying information, and working with students and their families to understand how to proceed with the financial aid process. Protecting individuals' confidential information
• Process student requests and/or initiating actions required
• Collaborate with staff within the Office of Financial Aid and other departments on campus

5% of the time other duties as assigned.
Knowledge, Skills, Abilities:

• Intermediate word processing skills.
• Intermediate database skills to include create, format, edit, sort, filter, print and store data in pre-designed tables, customize tables, import and export data to tables, create forms and simple reports, set relationships between tables, convert, transfer or import data, design and create complex queries and reports.
• Knowledge of manipulating database software to store retrieve and compile information in a report format; using spreadsheet software; working in a health care environment; working in a call center environment; fluency in speaking, reading, writing Spanish and English and/or working with multiple electronic devices, systems, and data records.

Minimum Qualifications:
Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

• Strong attention to detail;
• Experience operating and accessing data using a Windows operating system;
• Demonstrated verbal and written communication skills;
• Analytical and problem-solving skills;
• Ability to perform basic math calculations either by hand or using a calculator;
• Self-directed in managing and prioritizing work flow;
• Ability to assist diverse student and family populations.

Salary and Benefits:
Starting hourly rate for this position is $15.42 per hour. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.

• Public Employee Retirement System of Idaho:
• Employee contributions: 7.16% University contributions: 11.94%
• Tuition Fee Waiver: for self, spouse, and dependents
• https://www.boisestate.edu/hrs/benefits/tuition-fee-waiver-benefit/
• Flexible Spending Accounts
• Life Insurance
• Time Off
• Holidays
• Sick Leave
• Vacation Leave
• Family and Medical Leave Act (FMLA)

Required Application Materials:
Cover letter and Resume required

Advertised: May 18, 2022 Mountain Daylight Time
Applications close: June 01, 2022 11:55 PM Mountain Daylight Time

This job has expired.