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    Customer Service Rep 2 - Boise, United States - Boise State University

    Boise State University
    Boise State University Boise, United States

    2 weeks ago

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    Description
    This job was posted by : For more information, please see: 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


    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
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