Basic Function:
Provides technical support for programs and organizational activities to convey information, determine compliance, and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; performs related work.
This position may have the opportunity to work a hybrid schedule. Where a mix of in-person work from a Boise State worksite and an alternative work location within the State of Idaho is utilized (up to one remote day a week after training and based on performamce/needs). Candidates must be able to work on-site as needed.
Department Overview:
The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho, and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs, and other lifelong learning options. Join us!
The Extended Studies Customer Services Team serves as the primary front-line support resource for programs across the division. As a member of this team, you will assist students, faculty, and staff by phone, email, and in person. Responsibilities include answering customer questions about programs and courses; evaluating and processing application and registration information in accordance with established requirements; accepting payments; supporting course setup and program operations; and investigating and resolving registration system, process, and data issues. The team supports the Osher Lifelong Learning Institute, K–12 Professional Development, Professional and Continuing Education, Online programs, Summer Sessions, and Concurrent Enrollment.
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:
● This class is distinguished from the Technical Records Specialist 1 by the requirement for the use of judgment, discretion, and interpretation of a variety of complex guideline policies and procedures for different programs within a related field. The incumbent is responsible for the final work and any consequence of error. The work requires extensive knowledge of department programs and objectives. The program knowledge is of such a complex nature that it typically takes new incumbents a substantial amount of time to learn. Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
● Incumbents perform complex and difficult program support functions for multiple or highly specialized programs. Incumbents have the authority, knowledge, and judgment to devise solutions that fall outside existing policies and procedures. The work requires problem-solving and negotiation skills with authority to act on decisions made. Incumbents serve as a program expert and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers. Due to the nature of the work, incumbents have frequent contact with internal and external customers, which requires good public relations skills. Incumbents function with considerable independence and exercise discretion in applying policies and procedures. The work requires extensive knowledge of department programs and objectives. Incumbents may supervise support staff or perform leadwork duties.
● Evaluate and process applications and registration information in accordance with established requirements.
● Determine the appropriate actions for admitting and registering undergraduate and graduate students.
● Support course setup and other operational needs for academic and non-credit programs.
● Identify opportunities to improve and streamline admissions and registration processes.
● Provide exceptional assistance to students, faculty, staff, and other customers by phone, email, and in person.
● Gather and evaluate relevant information to respond accurately and efficiently to program, course, application, registration, and payment questions.
● Monitor the department’s shared inbox and phone queue, ensuring inquiries are addressed promptly and routed appropriately when necessary.
● Accept and process customer payments.
● Investigate registration and payment issues, determine their underlying causes, and recommend long-term solutions.
● Identify and troubleshoot system, process, and data issues affecting course setup, student registration, payments, and fee calculations.
● Research information across multiple sources and systems to resolve complex customer and registration issues.
● Document recurring issues and identify opportunities for system and process improvements.
● Assist with setting up and reconfiguring furniture in shared YFRP learning spaces to support classes and events.
● May perform other duties as needed.
Knowledge, Skills, Abilities:
● Some knowledge of: supervisory practices and data management.
● Experience: conducting sensitive fact-finding interviews; storing, retrieving, and compiling information in a report format using database software and using spreadsheet software.
● Ability to operate under strict deadlines while maintaining accuracy and attention to detail.
● Excellent time management, organization, and project prioritization skills when dealing with conflicting priorities.
● Excellent communication and customer service skills, including issue resolution and problem-solving with customers in person, on the phone, and via email.
● Avid critical thinking skills with a detail-oriented drive for continuous process improvements.
● Ability to see both the big picture and fine details for processes and procedures, including impacts.
Minimum Qualifications:
Experience: monitoring record systems to identify and correct errors; interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs; analyzing information and researching a variety of sources to identify and resolve problems or issues; dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations; entering and retrieving data using a computerized record system; composing and proofreading business correspondence.
Preferred Qualifications:
● 2 years of relevant work experience or equivalent educational experience.
● 2 years of experience with Microsoft Suite and the following types of software applications: databases, registration systems, and payment systems.
● 1 year of experience working with Google Workspace applications (Gmail, Google Docs, and Google Sheets).
● 1 year of work experience in higher education at a college or university.
Salary and Benefits:
Required Application Materials:
● Cover Letter
● Resume
● Three References
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/
