Estimated Length: 12 months 8-4pm or 9-5pm

Requirements

In an effort to increase enrollment in NYC public schools post COVID-19 pandemic, the client 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 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 Client schools and aim to bring new families to Clients 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's core priorities by designing and implementing child care eligibility determinations and admissions policies and processes that provide all students with access to high-quality day cares and public schools.

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 determine 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 to 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.
• Respond to incoming calls from customers asking routine, frequently asked questions and provide information about appropriate policies/procedures, contacts, help users to navigate various applications and troubleshoot technical problems with internal computer programs.  Ask callers for information necessary to respond to inquiry.
• Update the Case Management System 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.
• 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. 

Qualification Requirements:

Minimum

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

• Prior Customer Service experience required; preferably within a call center. 

Preferred

• Experience working in the Department of Education and/or educational setting.
• Exemplary ability to work and provide service in a fast-paced, time-sensitive work environment.
• Willingness to travel to various Family Welcome Center sites, as needed.
• 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. 
• Bilingual proficiency in Spanish or Chinese (Cantonese or Mandarin), or one of the following languages: Arabic, Bengali, French, Haitian Creole, Korean, Russian, Urdu.
• History of excellent attendance and punctuality.
• Helpdesk experience.
• Excellent verbal and listening skills.
• Knowledge of contact center environment/operations

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