Customer Service Representative

Customer Service Representative 2

Join Boise State University's Admissions and New Student Programs team in a role that blends frontline customer service and behind the scenes document processing in a collaborative, team-oriented environment. This position serves as a primary point of contact for individuals, groups, and families who visit, call, or email the Admissions and New Student Programs office.

Responsibilities include front-desk coverage, responding to phone, email, and in-person inquiries, scanning and entering admissions materials, and using department systems, technology, and technical skills to support accurate and efficient document processing. The position also supervises, hires, and trains one or two part-time student employees who assist with customer service and other departmental operations.

Due to the nature of the services provided, this is a fully on-site position requiring employees to work on campus 100% of the time in a shared office environment.

This position may be a good fit for individuals interested in taking advantage of Boise State's employee tuition waiver benefit. When operational needs allow, the department is willing to work with employees to accommodate part-time class schedules.

Please note, this position is not eligible for Visa Sponsorship.

At Boise State the office of Admissions and New Student Programs guides prospective students and their families throughout the college search, application, and admissions process. The New Student Programs team is dedicated to helping students successfully transition to Boise State by providing preparation, orientation, and onboarding support during their first year. Through these efforts, the department advances the University's strategic plan and enrollment goals.

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.

60% of time the Customer Service Representative 2 must:

• Advise students and families of admissions procedures, and interpret policies and procedures in person, over the phone, and in emails.
• Serve as a welcoming first point of contact for prospective students and families who are visiting Boise State University by promptly and professionally responding to their inquiries through in-person conversations at the front desk, or via phone conversations and email.
• Answer admissions related questions thoroughly, clarify information, and determine the student's educational background in order to provide appropriate information.
• Research, interpret and keep current on University and State of Idaho policies.
• Research and interpret complicated application issues to find resolution.
• Clarify, explain, and share difficult information in a compassionate manner.

35% of time the Customer Service Representative 2 will perform:

Applicant Material Processing:

• Match and upload application materials into Boise State's document imaging system.
• Process and match transcripts to students records and data enter information from them into our multiple online systems.

Incoming/Outgoing Mail Management:

• Accurate and timely processing of incoming and outgoing mail by collecting documents, handling mail, screening for accuracy, and processing accordingly.
• Collect required applications, transcripts, test scores and miscellaneous paperwork from applicants and screens for accuracy.
• Responsible for distributing incoming mail to appropriate individuals/contacts on a daily basis. Outgoing mail includes many different types of letters that must be matched to appropriate enclosures.

Supervision:

• Directly hire/train/supervise one to two Student Customer Service Specialists.
• Support Student Recruitment Specialists as additional front line, customer service staff with questions about the Admissions process.

5% of time the Customer Service Representative 2 will:

Perform other duties as assigned.

Ability to conduct purposeful inquiries with customers to obtain detailed information in a business environment.

Ability to independently address complaints and navigate challenging interactions with individuals in a business environment.

Knowledge of business telephone procedures and etiquette for answering a telephone in a professional manner.

Ability to review documents and records for accuracy and completeness.

Ability to access data…