Customer Service Representative

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.

This is a part-time, benefit-eligible opportunity that will work 30 hours per week.

The Office of the Registrar is the hub of the University. We provide assistance with transcripts, registration and course scheduling, transfer credit and graduation evaluation, determination of Idaho residency for tuition, and catalog information.

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:

• Approximately 60% of their time working directly with external customers. Requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. 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; compiling data and preparing reports.

35% of Time the Customer Service Representative must:

• Advise, interpret, research, and troubleshoot registration questions.
• Assist and educate students in the use of the Student Center in myBoise
  
  State.
• Maintain a working knowledge of curriculum, class scheduling, and class set-up to assist with registration questions.
• Accept and process registration-related and student update forms.
• Maintain a working knowledge of the Academic Advising Report (AAR), Degree Tracker, and other registration tools that assist in registration.
• Maintain a working knowledge of the curriculum and scheduling process, University Foundation courses, Idaho Residency, the Academic Appeal process, FERPA, and the complete withdrawal process and assist students working through each process.
• Work with campus partners to complete verifications that require conduct, college accreditation, etc.
• Assist with researching and processing faculty and department requested drops
• Manage multiple computer software programs (i.e., People Soft, Perceptive Content, Google Apps, Cisco, Capture Perfect) to assist in researching registration questions.

5% of Time the Customer Service Representative must:

• Perform other duties as assigned.

• 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.

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.

• Experience handling sensitive or confidential information in compliance with FERPA or similar regulations
• Proven problem-solving experience with the ability to resolve issues independently while following established policies
• Experience working in a higher-education environment

Starting at $17.94 per hour ($27,980 annually) and dependent upon experience. Boise State University provides a…