Customer Service Representative 2

Job Summary/Basic Function:

Serves as the primary staff member responsible for customer service and front office operations for an active, student-centered office.

Department Overview:

The Student Involvement and Leadership Center believes that Boise State University students have the potential to change the world. When students get involved on campus, they extend their learning beyond the classroom, make strong connections to the campus community, gain skills that employers are seeking and develop the capacity to lead.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet the 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:

Customer Service

• Determine customers’ requests and needs and provide specialized information about department’s programs and services. Identify customer service needs, make recommendations, and appropriately respond to or refer to the appropriate individual(s).
• Perform a variety of office support functions, including answering phones, screening and forwarding calls, and taking messages; scheduling meeting spaces; composing routine correspondence; compiling data and preparing reports.
• Research and interpret policies, proceedures, and technical information to resolve complex and varied issues; prepare clear and concise responses for customers.

Administrative and Departmental Support

• Assist in management of an annual student organization and fraternity and sorority life registration process and ongoing support for students seeking to create new organizations.
• Assist in daily student organization and fraternity and sorority life event registration review and approvals.
• Maintain and update electronic student organization and fraternity and sorority life records using a variety of web-based platforms and/or database tools.
• Maintain and monitor department office equipment and inventory.
• Assist with department and student group purchasing and travel processes and procedures.
• Serve as an engaged member of the Student Involvement and Leadership Center team by participating in various departmental, divisional, and university initiatives, events, and workgroups.

Knowledge, Skills, Abilities:

• Candidates who think creatively, display flexibility, and have positive, patient, and welcoming demeanors are sought for this position.
• Strong alignment and experience around creating a sense of belonging among students. 
• The ability to build rapport with a variety of students and staff with different backgrounds, beliefs, and experiences.
• Ability to work within an active, energetic, team-oriented work environment.
• Strong working knowledge of Google Suite products.
• Comfort in learning and teaching others about new computer systems and products.
• Effective verbal and written communication.

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:

• Experience working with college aged students.
• Familiarity with one or more of the following areas:
  • Student Organizations
  • Student Government
  • Fraternity and Sorority Life
  • Student Media
  • Service and Volunteer Programming
  • Campus Activities
• Front-line customer service experience.

Salary and Benefits:   Starting at $16.70 per hour and is commensurate with experience. Boise State University provides a best-in-class benefits package, including (but not limited to):

• 12 paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classi