Customer Service Representative 2

Apply Now Posting Code: 3812886
Work type: Classified
Location: Boise, ID
Categories: Customer Service, Student Services, Financial Aid

About Us:

Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at

Boise State University 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. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.

Job Summary/Basic Function:

The Boise State University Financial Aid and Scholarships Office is a diverse team of empathic, innovative professionals who provide guidance and support to students and families concerning all topics regarding financial aid. The ideal candidate would join our team to help empower student success at Boise State and beyond.

Successful candidates in this position provide 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 Financial Aid Coach in this position make 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.

To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

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 the Time the Customer Service Representative 2 must:

  • Work directly with external customers
  • Provide assistance to prospective students, current students, their family members, high school counselors, and other departments on campus
  • Effectively communicate in-person, on the phone and via email
  • Requires authority, knowledge, and judgment to answer more complicated requests
  • 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 information; compiling data and preparing reports

35% of the Time the Customer Service Representative 2 must:

  • Maintain accurate working knowledge on current and upcoming state, federal, and university regulations relating to financial aid
  • Determine the individual financial needs of a student and recommending available options
  • Answer financial aid-related questions, clarifying information, and working with students and their families to understand how to proceed with the financial aid 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% Duties as assigned

  • Working on special projects as assigned
Knowledge, Skills, Abilities:
  • 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.
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:

  • Strong attention to detail;
  • 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;
  • Ability to assist diverse student and family populations.
Salary and Benefits:

$16.17 per hour. Boise State University has impressive Benefits and Total Rewards offerings that go past just Health Insurance. From employer paid life insurance to severely reduced tuition for employees and their family members, there are limitless reasons to join the Boise State Family. If you would like more information on everything Boise State has to offer please visit our website:

Public Employee Retirement System of Idaho: 

Required Application Materials:

Resume, Cover Letter and 3 References



Advertised: Mountain Standard Time
Applications close: Mountain Standard Time

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Equal Employment Opportunity
Boise State University is an affirmative action, equal opportunity employer. Boise State University is building a culturally diverse faculty and staff and strongly encourages applications from women, minorities, individuals with disabilities and covered veterans. As a federal contractor, the University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. View Boise State's complete Pay Transparency Policy Statement. Boise State University is committed to providing access and reasonable accommodations for individuals with disabilities. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 426-1616 or
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Each year, Boise State University prepares an Annual Security Report and Annual Fire Safety Report as part of the University's commitment to safety and security on campus and in compliance with the Jeanne Clery Disclosure of Campus Security Police and Crime Statistics Act. The report includes statistics for the previous three years concerning reported crimes that occurred on the main Boise State campus, all of Boise State's separate campuses, in certain off-campus buildings or property owned or controlled by Boise State, and on public property within, or immediately adjacent to and accessible from Boise State's campuses. Also included in the report are the University's institutional policies and procedures concerning campus security, including those related to sexual assault, campus alerts, drug and alcohol use, and others. You can obtain a copy of the report by accessing the following website or you can request a copy of the report by contacting the University's Department of Public Safety at 2245 University Drive, Boise, Idaho 83706; by calling 208-426-6911; or by sending an email to
Annual Security and Fire Safety Report