Customer Service Representative 2

Boise State University; Boise, Northern (ID, KY); Hybrid; USD 21,000 - 29,000; Full time

Benefits offered by this job

Paid holidays

Vacation days

Retirement plans

Insurance - health/dental

Tuition fee waiver

Job summary

Boise State University is seeking a Customer Service Representative 2 to assist students with financial aid information and resources. The role emphasizes outstanding customer service across in-person, phone, and email channels, helping students understand funding options and how to proceed with the application process.

This position requires strong communication, data handling, and problem-solving skills, with duties including interview-based information gathering and collaboration with various

Qualifications

• Knowledge of interviewing methods and sensitive fact-finding.
• Ability to interpret regulations and apply policies to tasks.
• Experience handling complaints with professionalism in a business setting.

Responsibilities

• Interact with customers in person, by email, or by phone.
• Assist prospective and current students and families.
• Answer complex questions with knowledge and judgment.
• Conduct in-depth interviews to elicit sensitive information.
• Determine requests and provide information on financial aid and scholarships.
• Explain technical information and resolve complex issues.
• Prepare clear responses and handle routine office tasks.
• Maintain knowledge of current regulations governing financial aid.
• Collaborate with campus staff and other departments.

Skills

Assist diverse students

Windows OS

Verbal and written communication

Analytical skills

Basic math

Multi-tasking

Self-directed

Customer service

Attention to detail

ERP system navigation

40 WPM typing

Education

Associates degree or higher

Experience in college financial aid office

Interviewing techniques

Tools

ERP software

Job description

Job no: 499848
Work type: Classified
Location: Boise, ID
Categories: Customer Service, Financial Aid, Student Affairs & Enrollment Management

Job Summary / Basic Function

This Customer Service Representative 2 provides accurate and timely information, and assists students to better understand the resources they have available to pay for their education. Whether in‑person, over the phone, or via email, this position makes 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.

Department Overview

The Financial Aid and Scholarships Department at Boise State University helps students and their families navigate the process of funding a college education. This office is a central resource for all types of financial assistance, ensuring students understand their options and have the support they need to afford their education. We also foster a respectful, collaborative, and results‑driven work environment where all employees are encouraged to develop professionally, support team efforts, and take accountability for their actions.

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 time the Customer Service Representative must:

• Work effectively with external customers in‑person, via email or phone.
• Provide assistance to prospective students, current students, their family members, high school counselors, and other departments on campus.
• Requires knowledge, confidence, and judgment to answer complex requests.
• Requirement to conduct in-depth interviews to elicit and record sensitive information.
• Incumbents determine customers’ requests and needs and provide specialized information about financial aid and scholarship programs and services.
• Interpret technical information, and resolve complex, varied and challenging issues.
• Prepare clear and concise responses for customers.
• 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 time the Customer Service Representative must:

• Maintain accurate working knowledge on current and upcoming state, federal, and university regulations relating to financial aid and scholarships.
• Determine the individual financial needs of a student, recommending available options and next steps.
• Answer financial aid‑related questions, clarifying information, and working with students and their families to understand how to proceed with the financial aid and scholarships 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% of time the Customer Service Representative must:

• Perform other duties as assigned.

Knowledge, Skills, Abilities

• Ability to assist a variety of student and family populations
• Experience operating and accessing data using a Windows operating system
• Demonstrated professional verbal and written communication skills in all platforms: phone, email, or in‑person
• Analytical and problem‑solving skills
• Ability to perform basic math calculations either by hand or using a calculator
• Strong ability to multi‑task effectively, and manage multiple priorities simultaneously
• Self‑directed in managing and prioritizing work flow
• Pleasant and positive demeanor with a commitment to exceptional customer service
• Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology
• A high degree of human relation skills is required to persuade or influence others’ behavior
• Computer technology skills including the ability to competently navigate an enterprise resource management system, and intermediate keyboard skills of at least 40 WPM

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

• Associates degree or higher from an accredited institution OR an equivalent combination of relevant training and experience.
• One or more years of experience in a college or university financial aid office or other high‑demand, ever‑changing professional office setting.

Physical Demands

This position is generally in a normal indoor office setting with minimal noise levels and may involve bending, moving, lifting, and carrying materials that weigh up to 15 pounds.

Salary and Benefits

$17.94 per hour.Boise State University provides a best‑in‑classbenefits package , including (but not limited to):

• 12paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24annual paid vacation days for full‑time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to yourORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to yourPERSI retirement fund (Classified employees)
• Excellent medical, dental and otherhealth‑related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents
• See ourfull benefits page for more information!

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.

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.

Advertised: August 31, 2026 Mountain Daylight Time
Applications close: September 14, 2026 11:55 PM Mountain Daylight Time

Equal Employment Opportunity

Boise State University is committed to providing equal employment opportunities to all employees and qualified applicants for employment as providedfor by federal, state, and local law. The university does not discriminate in employment opportunities or actions on the basis of any status orclass protected under applicable federal, state, or local law. The University endeavors to recruit, hire, train, and promote the most qualifiedemployees in all job titles. All other personnel actions are administered without regard to protected class under federal, state, or local law.

Jeanne Clery Act

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 [e-mail]
Annual Security and Fire Safety Report