Customer Service Representative 2 – 498564-2453 in Boise, Idaho

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2272815 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 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 the 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:

• 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
• Incumbents 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 Rep 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 Rep 2 must perform other duties as
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 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 intermedi te
  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 relevant training and experience
• One or more years of experience in an college or university
  financial aid office or other high-demand, ever-changing
  professional office setting.
• 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; Ability to multi-task effectively;
• Self-directed in managing and prioritizing work flow;

Salary and Benefit

s:

$16.70 hourly. Boise State University provides a best-in-class benefits
package, including (but not limited to):

12 paid holidays AND the University is closed between Christmas and New
Year’s

Between 12-24 annual pai