Customer Service Representative

Customer Service Representative

Please Note: This is a temporary, full time position.

Position Summary: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in 3K through grade 12 (not including charters). The team also oversees policies and processes for citywide gifted & talented programs and the NCLB public school choice transfer process. The Office of Student Enrollment supports the NYCDOE’s core priorities by designing and implementing admissions policies and processes that provide all students with equitable access to high quality public schools.

P311 is the centerpiece of an overall strategy to create a positive customer service experience for parents and school staff by ensuring that they receive consistent, accurate and timely information when they contact NYC DOE. P311 is a call center that manages inquiries efficiently and engages parents and school staff as active partners in students’ education. It is the gateway for central services and complements the in-school services provided by parent coordinators, principals, guidance counselors, teachers and other school, and central office staff.

The Enrollment Support Representative is responsible for handling inbound and outbound calls, using a CRM tool to open new cases, provide status on existing cases, or escalate cases, if necessary.

Responsibilities

• Respond to incoming calls from customers asking routine, frequently asked questions and provide information about appropriate policies/procedures. Ask callers for information necessary to respond to inquiry.
• Update the CRM tool upon completion of calls to reflect the status of each case.
• Use multiple computer applications to handle calls, file new requests for service, and maintain tracking systems.
• Abide by policies and procedures to ensure the highest standard of accuracy, timeliness, and efficiency in answering calls and entering data.
• Respond quickly, accurately, and politely to customers’ needs. Speak in a pleasant telephone manner and build a positive rapport with customers of differing personality types. Demonstrate the ability to effectively and professionally resolve customer issues while maintaining FERPA.
• Escalate phone calls that require further research and/or response for effective resolutions to the Supervisor or Team Leader
• Participate in initial and ongoing training to maintain up-to-date knowledge of enrollment policies
• Conduct outbound calls to families of prospective and current students

Qualification Requirements:

Prior Customer Service experience required; preferably within a blended contact center.

NOTE: Work hours will cover a seven hour shift between 8AM to 6PM. Flexibility and timeliness is required.

• Preferred: Experience with responding to customer inquiries via phone and/or email.
• Strong listening, problem analysis, solving skills and interpersonal skills.
• Computer proficiency with the ability to navigate between multiple computer screens while engaging the customer
• Reliable and dependable work habits
• Bilingual - Spanish Speaking

Please Note: This is a temporary, full time position.

Salary: $21/Hr.

Job Types: Full-time, Contract, Temporary

Pay: $21.00 per hour

Education:

• High school or equivalent (Required)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)
• Call center: 3 years (Preferred)

Shift availability:

• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: In person

Salary : $21