Job Description

Basic Function:

Provide customer service and specialized information; assist individuals in applying, completing next steps towards attending, taking payments; perform nonroutine tasks; resolve issues and make working decisions within the area of specialization or responsibility with minimal supervision.

This position is fully on-site and requires employees to work on campus 100% of the time. Work is performed in a shared office environment and includes a combination of front-desk coverage, phone and email support, and admissions materials processing. The role may be a good fit for individuals interested in taking advantage of Boise State's employee tuition waiver benefit, as the department is willing to work with employees to accommodate part-time class schedules when operational needs allow.

Please note, this position is not eligible for visa sponsorship.

Department Overview:

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.

Level Scope:

Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and/or equipment appropriate to area of specialization; performs routine and/or repetitive tasks; limited decision making required; generally works under close supervision; has no or limited experience; work is performed from within specific limits of established procedures and/or defined instructions.

Essential Functions:

60% of the Time, the Customer Service Representative 1 must:

• Respond to student and family inquiries about admission procedures, policies, and requirements in person, over the phone, and by email.
• 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, phone conversations, and via email.
• Answer admissions related questions thoroughly, clarify information, and determine students’ educational backgrounds in order to provide appropriate information.
• Serve as additional front-line support for Student Recruitment Specialists, assisting with admissions-related inquiries and customer service needs.
• Research, interpret and maintain up-to-date knowledge of current University and state of Idaho policies.
• Research and interpret complicated student application issues to find resolution.
• Clarify, explain, and share difficult information in a compassionate manner.

35% of the Time, the Customer Service Representative 1 must:

• Collect documents, handle mail, screen for accuracy, and process accordingly.
• Match and upload application materials into Boise State’s document imaging system.
• Collect required applications, transcripts, test scores and miscellaneous paperwork from applicants and screen for accuracy.
• Process incoming and outgoing mail accurately and in a timely manner.
• Distribute incoming mail to appropriate individuals and contacts on a daily basis.
• Ensure the variety of outgoing mail is matched to the appropriate corresponding enclosures before distribution.
• Process and reconcile academic transcripts with student records, ensuring accurate data entry and maintenance across multiple online systems and databases.

5% of the Time, the Customer Service Representative 1:

• Performs other duties as assigned.

Knowledge, Skills, Abilities:

• Answer a business telephone using knowledge of business telephone procedures and etiquette.
• Ask customers questions to obtain detailed information in a business setting.
• Independently handle complaints and difficult customer interactions in a business setting.
• Review documents and records for accuracy and completeness.
• Access data using a computerized records system.

Minimum Qualifications:

Sufficient speech and hearing acuity to perform customer service work. Experience: explaining policies, procedures, or rules; handling complaints and upset individuals; business telephone etiquette.

Preferred Qualifications:

• Accuracy and excellent attention to detail.
• Typing/keyboarding skills.
• Comfortable working on a computer.
• Excellent communication skills (listening, talking, writing)
• 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.
• Document processing and/or data entry experience.

Salary and Benefits:

Required Application Materials:

Please submit the following:

• Cover letter indicating your interest and qualifications for this position
• Resume detailing your employment history, and
• Three (3) professional references, including at least one current or former direct supervisor

About Us:

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/