As a Customer Service Representative 2 (CSR2) in the Admissions and New Student Programs Office, you will have the opportunity and responsibility to be the front-line contact for individuals, groups, and families who visit, call, or email the office. While this will require you to have good oral and written communication skills, it also means you will get to interact with people from all across the country, the local community, and the university. Once trained, you will need to be able to accurately and professionally answer questions regarding the Boise State admissions process, campus visits, orientation, and general university information. This means you will become an expert in all things Boise State. You will work on a close-knit team, including two customer service representatives, a manager, and a student customer service specialist. As a CSR2, you will supervise the customer service team’s student customer service specialist. Additionally, you will learn and use a variety of different systems as you assist in the processing of admission fees, transcripts, and other documents provided to the department. You will assist in the intake of mail and will take the lead on sorting and scanning the physical documents received. To do this important work, you will be required to work 100% of the time on campus.

As a Customer Service Representative 2, you'll become an integral part of the Admissions and New Student Programs team at Boise State University, which comprises three key areas: New Student Programs, Recruitment and Campus Visits, and Operations and Customer Service. Our department is dedicated to the recruitment, admission, and smooth onboarding of undergraduate students. While this role is a member of the Operations and Customer Service team, you'll collaborate closely with all teams within the department and have the opportunity to engage with various stakeholders across campus, as well as interact with students and families from across the country. We are proud of the fact that our department, the university, and the local valley are filled with professionals and leaders who used the knowledge, relationships, and skills gained as members of our customer service team to advance in their careers and to better themselves and others. At the forefront of welcoming new students, we take pride in representing Boise State University and hope that you will seek to join our dedicated and supportive work family.

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 - Customer Service:

• Advising students and families of admission procedures, interpreting policies and procedures in-person, over-the- phone, and in emails.
• Serve as 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, phone conversations, and via 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.

15% of Time – Applicant Material Processing:

• Matching and uploading 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.

10% of Time – Incoming/Outgoing Mail Management:

• Accurate and timely processing of incoming and outgoing mail by collecting documents, handling mail, screening for accuracy, and processing accordingly.
• Collects required applications, transcripts, test scores and miscellaneous paperwork from applicants and screen 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.

10% of Time – Supervision:

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

5% of Time – Other Responsibilities:

• Participate in Departmental, Divisional, and University events, initiatives and programs.
• Other duties as assigned.

• Questioning customers to obtain detailed information in a business setting.
• Independently handling complaints and upset individuals in a business setting.
• Answering a business telephone using knowledge of business telephone procedures and etiquette.
• Reviewing documents and records for accuracy and completeness.
• Accessing data using a computerized records system.
• Interest, experience, and/or ability to promote cultural competency and/or diversity.

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:

• Accuracy and excellent attention to detail.
• Typing/keyboarding skills.
• Comfortable working on a computer.
• Excellent communication skills (emails, on the phone, in writing, in person).
• Experience analyzing information and researching a variety of complex sources to identify and resolve problems and issues.
• Experience interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs.
• Supervision experience.
• Document processing and/or data entry experience.

$15.96/hour. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.

Please submit a cover letter indicating your interest and qualifications for this position, a resume detailing your employment history, and three (3) professional references, including at least one current or former direct supervisor.