Customer Information Representative, P311 – 14446

Vacancy Details

Position Type:
Administrative and Central Office

Office Title/Functional Title:
Customer Information Representative, P311 – 14446

Division/Office:
Office of Student Enrollment

Borough:
Manhattan

Posting End Date:
09/16/2021

This position is in a civil service competitive class that is subject to examination. Position is only open to current City employees with permanent NYC civil service status as Customer Information Representative or permanent in an equivalent title that is eligible for transfer under 6.1.9 to Customer Information Representative. This position is open to qualified persons with a disability who are eligible for the 55-a program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

Description:
Position Summary: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in 3-K through grade 12 (not including charter schools). The team also oversees policies and processes for citywide Gifted and Talented programs. The Office of Student Enrollment supports the New York City Department of Education’s (DOE) 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 the DOE. P311 is a call center that manages inquiries efficiently and engages parents as active partners in their child’s education. It is the gateway for central services and supplements the in-school services provided by principals, parent coordinators, guidance counselors, teachers, and other school staff. P311 has expanded to help desk services for staff and parent users of several systems, including those supporting student enrollment and special education.

The Customer Information Representative (CIR) is responsible for handling calls, using knowledge and customer relationship management tools to open new cases, providing status on existing cases, or escalating cases, if necessary, to a team of specialized representatives, e.g., Enrollment, Special Education, and Transportation, and application Tier II escalation groups. Performs related work.

Reports to: Call Center Supervisor

Direct Reports: N/A

Key Relationships: The CIR interacts with internal and external customers to effectively address various issues, utilizing excellent customer service skills.

Responsibilities

Respond to incoming calls from customers asking routine, frequently asked questions and provide information about appropriate policies/procedures, contacts, and other services related to enrollment.

Ask callers follow-up questions to gather information necessary to respond to inquiry efficiently.

Help users to navigate various applications and provide technical support to DOE employees related to multiple systems used during day-to-day school operations, e.g., Special Education Student Information System (SESIS), MySchools, ATS, and Galaxy.

Recognize complex inquiries; refer them to a call center supervisor or to the appropriate expert either within P311 or elsewhere in the DOE.

Submit applications on behalf of families for 3K, Pre-Kindergarten, and Kindergarten using the MySchools application system.

Navigate multiple computer applications while speaking on the telephone, entering data into the Customer Relationship Management tool (CRM) and other DOE databases associated with inquiries.

File new requests for service; maintain tracking systems.

Update service requests in the management tool, Oracle Service Cloud, upon completion of calls to reflect the status of each case.

Inform caller of status of existing service requests.

Respond quickly and politely to customers’ needs while adhering to policies and procedures to ensure the highest standard of accuracy, timeliness, and efficiency in answering calls and entering data.

Qualification Requirements:
Minimum

A baccalaureate degree from an accredited college; or

An associate degree from an accredited college and two years of satisfactory, fulltime 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 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 year of NYC government work experience for two 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 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.

Preferred

Experience interacting with parents regarding education matters.

Excellent verbal and listening skills.

Knowledge of contact center environment/operations.

Ability to use good judgement regarding escalating requests and requesting assistance.

Fluency in Spanish, Chinese, Russian, Haitian-Creole, Arabic, Urdu, Bengali, or Korean.

Salary: $37,413+

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)

Please include a resume and cover letter with your application.

NOTE: The filling of all positions is subject to budget availability and/or grant funding.

AN EQUAL OPPORTUNITY EMPLOYER

NEW REQUIREMENT

As of August 2, 2021, all NYC Department of Education new hires (who are not currently employees of the City of New York) must provide proof of COVID-19 vaccination prior to beginning their employment unless they have been granted a reasonable accommodation for religious or medical reasons. More information can be found in Executive Order 75.

DOE Non- Discrimination Policy

It is the policy of the Department of Education of the City of New York to provide equal employment opportunities without regard to actual or perceived race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, unemployment status, caregiver status, consumer credit history, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. For more information, please refer to the DOE Non-Discrimination Policy.