Customer Service Representative 2

Be part of a group where the work is exciting and challenging, where everyone is needed to do their part.  The Financial Aid and Scholarships Department of Boise State University is seeking to fill the role of Customer Service Representative 2.

This position provides accurate and timely information, and assist students to better understand the resources they have available to pay for their education. Whether in-person, over the phone, or via email, the Customer Service Representative 2 in this position makes a positive difference in the lives of students every day by employing outstanding customer service and effective communication skills. This role can include wearing many different hats such as that of an interviewer, a detective, a confidant, or a lifeline in order to achieve the goal of providing an experience that ensures students know they matter and belong within the Boise State community. Part-time optional, 5 days per week.

60% of Time the Customer Service Representative 2  must:

• Work directly with external customers
• Provide assistance to prospective students, current students, their family members, high school counselors, and other departments on campus
• Effectively communicate in-person, on the phone and via email
• Requires authority, knowledge, and judgment to answer more complicated requests
• 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 information; compiling data and preparing reports

35% of 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 Time the Customer Service Representative 2 must perform other duties as assigned.
 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

• Experience operating and accessing data using a Windows operating system; 
• Experience in managing and prioritizing work flow. 

Required Application Materials

• Resume, Cover Letter, 3 References

Knowledge, Skills, and 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.
• Strong attention to detail;
• Demonstrated verbal and written communication skills; 
• Analytical and problem-solving skills;
• Ability to perform basic math calculations either by hand or using a calculator; Ability to multi-task effectively;
• Ability to assist diverse student and family populations.

Pay and Benefits 
$16.17 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/.

Questions?

Please contact Boise State Human Resources by phone at (208) 426-1616 or email at [email protected].

AA/EEO Statement – Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete pay transparency policy statement.  If you require an accommodation to complete this application, please contact Human Resources at 208-426-1616.

 

Background Investigations – Any offer of employment at Boise State University will be contingent upon the successful completion of a criminal background investigation and may require a credit and/or motor vehicle background investigation depending on the position. Click here to view the University's full background investigations policy.

 

Jeanne Clery Statement: Notice of Availability of Annual Security and Fire Safety Report – The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) requires all colleges and universities that participate in federal financial aid programs to keep and disclose information about crime on and near their campuses to all job applicants. Click here to read the Boise State University Safety Report.

  

Hiring is done without regard to race, color, religion, national origin, sex, age or disability. Preference may be given to veterans who qualify under state and federal laws and regulations. 

2225 W. University Dr.
Capitol Village #3
Boise, ID 83725-1265