Where: New York (United States)
Extent of Work: Full Time
Click here to apply in English
Position Summary: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in Pre-Kindergarten through grade 12 (not including charter schools). The team also oversees policies and processes for citywide Gifted and 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 access to high-quality public schools.
P311 is the centerpiece of an overall strategy to create a positive customer service experience for parents by ensuring that they receive consistent, accurate, and timely information when they contact NYC DOE. P311 is a call center that will manage inquiries efficiently and engage parents as active partners in their child’s education. It will be the gateway for central services and will supplement the in-school services provided by parent coordinators, principals, guidance counselors, teachers, and other school staff. P311 is being expanded to handle application help desk services to staff and parent users of several systems, including those supporting student enrollment, special education, and accountability.
The Customer Service Representative (CSR) is responsible for handling calls, using knowledge and case management tools to open new cases, provide status on existing cases, or escalating cases, if necessary, to the case management team of specialized representatives, e.g., Enrollment, Special Education, and Transportation Specialists, and application Tier II and III escalation groups. Performs related work.
Reports to: Supervisor of Customer Service
Direct Reports: N/A
Key Relationships: The CSR interacts with internal and external customers to effectively address various issues, utilizing excellent customer service skills.
- Respond to incoming calls from customers asking routine, frequently asked questions and provide information about appropriate policies/procedures, contacts, and other services, and helping users to navigate various applications. Ask callers for information necessary to respond to inquiry.
- Recognize complex inquiries and refer them to the Supervisor of Customer Service or to the appropriate expert either within P311 or elsewhere in the DOE.
- Update the Case Management System (CMS) upon completion of calls to reflect the status of each case.
- Use multiple computer systems to handle calls, file new requests for service, and maintain tracking systems.
- Inform caller of status of existing service requests.
- Enter data into CMS and other DOE databases associated with inquiries.
- 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.
- Follow contact center script, yet recognize when to ask for help.
- Navigate multiple computer applications while speaking on the telephone and entering data.
- A baccalaureate degree from an accredited college; or
- An associate degree from an accredited college and two (2) years of satisfactory, full-time experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology; or
- A four-year high school diploma or its educational equivalent and four (4) years of the satisfactory, full-time experience described in “2” above; or
- A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk or public information capacity, utilizing computers and information technology may be substituted on the basis of one (1) year of NYC government work experience for two (2) years of the experience described in “2” above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in “2” above.
The above described education and experience must have included at least one (1) year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.
NOTE: Work hours will cover a seven hour shift between 8AM to 6PM and schedule flexibility is required.
- Experience interacting with parents regarding education matters.
- Excellent verbal and listening skills.
- Knowledge of contact center environment/operations.
- Fluency in Spanish, Chinese, Russian, Haitian-Creole, Arabic, Urdu, Bengali, or Korean.
- Internal candidates preferred.