This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2196777 About Us:
Boise State University is located along the banks of the Boise River and
a short stroll from the state capitol. We are committed to an
innovative, transformative, and equitable educational environment that
supports student success, and advances Idaho and the world.
Boise State 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. Applications from individuals of all backgrounds and
identities are welcomed.
Learn more about Boise State and living in Idaho\'s Treasure Valley at
https://www.boisestate.edu/about/
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.
Department Overview:
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.
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 Representative 2 must:
- Work effectively with external customers in-person, via email or
phone
- Provide assistance to prospective students, current students, their
family members, high school counselors, and other departments on
campus
- Requires knowledge, confidence, and judgment to answer complex
requests
- Requirement to conduct in-depth interviews to elicit and record
sensitive information
- Determine customers\' requests and needs and provide specialized
information about financial aid and scholarship programs and
services
- Interpret technical information, and resolve complex, varied and
challenging issues
- Prepare clear and concise responses for customers
- 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 and
scholarships
Determine the individual financial needs of a student, recommending
available options and next steps
Answer financial aid-related questions, clarifying information, and
working
with students and their families to understand how to proceed with
the
financial aid and scholarships 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 ass assigned.
Knowledge, Skills, Abilities:
- Pleasant and positive demeanor with a commitment to exceptional
customer service
- Professional communication skills in all platforms: phone, email, or
in-person
- Possess strong attention to detail and recall to accommodate changes
to workflow, processes or technology
- A strong ability to be able to speak on rules and regulations
- A high degree of human relation skills is required to persuade or
influence others\' behavior
- Strong ability to multitask and manage multiple priorities
simultaneously
- Computer technology skills including the ability to competently
navigate an enterprise resource management system, and intermediate
keyboard skills of at least 40 WPM
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:
Associates degree or higher from an accredited institution OR an
equivalent combination of rele