Customer Service Representative

Position Title : Customer Service Representative Location : Brooklyn, NY 11233 Shift Time : 8 : 00am – 4 : 00pm; 1-Hour Unpaid Lunch, (Monday -Friday) Position Summary : In an effort to increase enrollment in NYC public schools post COVID-19 pandemic, DOE is committed to providing outreach, tools, resources and the most up-to-date information to families through an array of avenues including our P311 call center, our in-house outreach team, and our family-facing Family Welcome Centers across the five boroughs. We believe a thoughtful marketing campaign will help us achieve our goal of providing families with the resources and tools they need to make informed decisions on education. In turn, this campaign will allow families to select the best option, which is a nurturing, no-cost free education for their children. We hope to bring back families that have transitioned out of school and aim to bring new families to schools as well. The Office of Student Enrollment (OSE) is a fast-paced, multifaceted organization with workload that spans the entire calendar year to manage admissions, enrollment and transfers for students in 3K, Pre-Kindergarten and Kindergarten through Grade 12 (not including charter schools). The Office of Student Enrollment supports the Client core priorities by designing and implementing childcare eligibility determinations and admissions policies and processes that provide all students with access to high-quality day cares and public schools. The Family Welcome Center Enrollment Representative is an integral member of the Family Welcome Center (FWC) team, providing excellent customer service to families seeking assistance with enrollment and admissions-related matters, and handling complex situations in a manner that best supports families. In this role, the Family Welcome Center Enrollment Representative works closely with FWC Supervisors and staff to triage family requests and assist with the completion of various family requests. As a supportive and temporary member of the FWC team, the Family Welcome Center Enrollment Representative also assists with outreach and implementation of various admissions events to increase enrollment and provide resources to families to transition back to Client schools. Reports to : Family Welcome Center Supervisor Direct Reports : N / A Key Relationships : Works with families, Family Welcome Center staff, school-based staff, other Client offices, school communities, community-based organizations and agencies. Responsibilities :

• Responds to calls and inquiries from families reaching out to FWCs for support by setting up appointments and / or completing requests for assistance, including follow-up and documenting in FWC systems.
• Under the direction of FWC Supervisors, assists with placing students on register at schools.
• Assists with targeted robocalls to help increase enrollment and provide resources to families about public schools.
• Assists with collecting family contact information and determining the best ways to reach them, home languages, etc.
• Supports events / admissions teams at virtual and in-person admissions events aimed at increasing enrollment.
• Serves as a resource for families and students regarding admissions, providing high-quality information and timely responses to inquiries.
• Provides excellent customer service and support in all instances of working with families.
• Works on implementing outreach efforts designed to inform families about admissions, enrollment, related events and projects; prepares and delivers presentations and information sessions to staff, community-based organizations, community groups and youth services organizations.
• Assists and participates in student enrollment events, workshops, and information sessions.
• Works with the communications team to design, develop, and distribute materials and information needed for community outreach efforts.
• Inputs data in various Client systems including but not limited to ATS, Service Cloud and MySchools, to support application processes.
• Works in accordance and is familiar with Chancellor's Regulations A101 while using the highest ethical standards. Qualification Requirements :
• Exemplary ability to work and provide service in a fast-paced, time-sensitive work environment.
• Commitment to excellent customer service.
• Excellent verbal and written communication skills.
• Knowledge of Microsoft Office Suite (Excel, Outlook, Office 365 applications, TEAMS)
• Strong interpersonal and organizational skills