Customer Service Representative

Overview

Job Title: Customer Service Representative (Multiple Openings)

Location: Brooklyn, NY 11201

Duration: 3+ Months

Shift

Schedule:

8 AM - 4 PM, Daily (M-F)

Pay rate: $21.00/Hr. on W2.

The Customer Service Representative (CSR) plays a critical role in supporting families navigating the admissions and enrollment process for NYC Public Schools (NYCPS), specifically for 3K and Pre-K programs. This position involves direct communication with families via phone and text, providing accurate information, resolving inquiries, and escalating cases when necessary. The CSR also contributes to outreach efforts and supports events aimed at increasing enrollment and easing transitions back to NYCDOE schools.

Communication & Case Management:

• Handle inbound and outbound calls professionally, providing timely and accurate information regarding admissions, enrollment, and application procedures.
• Respond to text messages from families, offering support and guidance as needed.
• Escalate complex or unresolved cases to appropriate teams or supervisors, ensuring timely follow-up and resolution.
• Maintain detailed records of all interactions in the Case Management System, updating case status and notes after each contact.

Family Support & Outreach:

• Assist families in submitting applications and completing enrollment steps, offering step-by-step guidance.
• Provide clear explanations of NYCPS policies and procedures, especially related to 3K and Pre-K programs.
• Participate in community outreach efforts, including admissions events and resource distribution to support family engagement and enrollment.

Technical Assistance:

• Help users navigate internal applications and platforms, including troubleshooting basic technical issues.
• Guide families through online portals and forms, ensuring accessibility and ease of use.

Data Entry & System Navigation:

• Use multiple computer systems simultaneously to manage calls, log service requests, and track case progress.
• Ensure accuracy and efficiency in data entry, adhering to established protocols and quality standards.

Professional Conduct & Team

Collaboration:

• Maintain a pleasant and professional telephone demeanor, following scripts while exercising judgment to seek help when needed.
• Collaborate with team members and supervisors to ensure consistent service delivery and continuous improvement.
• Uphold confidentiality and data protection standards in all interactions.

• Excellent communication skills (verbal and written), with a customer-first mindset.
• Ability to multitask and navigate multiple systems while engaging with callers.
• Strong problem-solving skills and attention to detail.
• Experience in call center, customer service, or administrative support roles preferred.
• Familiarity with NYCPS or NYCDOE systems and policies is a plus.
• Comfortable working in a fast-paced, high-volume environment.
• Bilingual abilities are highly desirable (especially Spanish, Mandarin, or Bengali).

• Temporary position within the Office of Student Enrollment (OSE).
• May involve remote or hybrid work, depending on operational needs.
• Flexible schedule may be required to support outreach events or peak enrollment periods.