Customer Service Representative 2 (Temporary, part-time)

To provide high-quality front-line customer service and administrative support for Human Resources by assisting employees and departments via walk-in phone and email interactions. This position serves as a key point of contact for HR inquiries conducts in-depth customer support and issue resolution using specialized knowledge and supports the Employment Eligibility Verification (Form I-9) process to ensure compliance with federal regulations.

This is a part-time 19 hour per week position working fully in office.

Work hours are 9am-1pm Monday - Thursday and 9am-noon pm on Friday.

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.

55% Customer Service & Front-Line HR Support (Primary Priority)
Serve as the first point of contact for HR by supporting employees and departments via walk-in phone and email
Provide timely professional and accurate responses to general HR inquiries
Triage and route questions to appropriate HR teams as needed
Assist employees with navigating HR systems forms and processes
Manage shared HR email inboxes and communications
Create and manage ServiceNow tickets for HR-related requests
Maintain a welcoming responsive and customer-focused environment
Identify trends in employee inquiries and recommend process or communication improvements

25% Advanced Customer Support & Issue Resolution (Secondary Role)
Conduct in-depth interviews to gather and document sensitive or complex information
Research and analyze issues to resolve complex HR-related inquiries
Interpret and explain policies regulations and procedures to employees and departments
Handle escalated sensitive or potentially volatile customer interactions with professionalism
Prepare clear and concise responses to complex questions
Identify customer service challenges and recommend improvements
Support communication and program updates based on customer feedback
Perform office support functions such as answering phones scheduling and maintaining records

15% I-9 Processing Compliance & Reporting (Tertiary Priority)
Administer the Employment Eligibility Verification (Form I-9) process for new and returning employees
Monitor and manage I-9 workflow to ensure timely compliance with federal requirements
Send notifications and reminders regarding I-9 deadlines
Review I-9 documentation for completeness and accuracy
Maintain and monitor I-9 compliance reports
Conduct routine audits and escalate non-compliance issues
Serve as a point of contact for I-9-related questions
Coordinate with internal teams and external vendors to resolve issues

5% Administrative & HR Support
Maintain accurate records in accordance with data retention policies
Assist with reporting and data tracking
Support HR process improvements and initiatives
Perform other duties as assigned

• Strong written and verbal communication skills
• High attention to detail and accuracy
• Strong customer service and interpersonal skills
• Ability to manage confidential and sensitive information
• Ability to manage multiple priorities in a fast-paced environment
• Ability to research interpret and explain complex policies and procedures
• Intermediate word processing and database skills
• Ability to use reporting tools and analyze data
• Ability to conduct interviews and resolve complex or sensitive issues
• Experience working with multiple systems data records and communication platforms

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:

• Some knowledge of human resource management concepts
• Knowledge of administrative support functions including organization business writing data tracking and customer service

Cover letter and resume.

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. Were 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. Were 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 Idahos Treasure Valley at Experience:

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