Enrollment/ Customer Service Representative

Duration: 5+ months

Job Type:  Contract to Hire

8:00 AM – 4:00 PM (subject to change; final reporting hours confirmed upon hire

Spanish-speaking candidates preferred -As needed.

Summary

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 various channels. These include the P311 call center, the in-house Outreach team, and Family Welcome Centers (FWCs) across the five boroughs.
The Client believes that a thoughtful marketing campaign will help families access the necessary resources to make informed decisions about education. This initiative aims to encourage families to return to Client schools and attract new families by promoting the benefits of high-quality, free public education.
The Office of Student Enrollment (OSE) is a fast-paced and multifaceted organization that manages admissions, enrollment, and transfers for students from 3K, Pre-K, Kindergarten through Grade 12 (excluding charter schools). OSE supports Client priorities by designing and implementing admissions policies and childcare eligibility processes that ensure equitable access to high-quality education.
The Family Welcome Center Enrollment Representative is an integral member of the FWC team, providing excellent customer service and assisting families with enrollment and admissions-related matters. This role involves handling complex situations, triaging requests, and supporting outreach initiatives aimed at increasing enrollment.
 

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

Respond to calls and inquiries from families by scheduling appointments and completing assistance requests, including follow-ups and documentation in FWC systems
Assist with placing students on school registers under the direction of FWC Supervisors
Conduct targeted robocalls to increase enrollment and provide resources to families
Collect family contact information and identify preferred communication methods and home languages
Support admissions teams during virtual and in-person enrollment events
Serve as a reliable resource for families by providing accurate, timely information regarding admissions
Deliver excellent customer service in all interactions with families
Assist in outreach efforts, including preparation and delivery of presentations and information sessions to community groups and organizations
Participate in enrollment events, workshops, and information sessions
Collaborate with the communications team to design and distribute outreach materials
Input and manage data in Client systems such as ATS, Service Cloud, and MySchools
Ensure compliance with Chancellor's Regulations A101 while maintaining the highest ethical standards

Minimum Requirements

A bachelor's degree from an accredited college and at least two (2) years of experience in community work or related activities; OR High school diploma (or equivalent) with at least six (6) years of relevant experience; OR Equivalent combination of education and experience, with a minimum of one (1) year in relevant community work

Preferred Qualifications

Experience working within the Client or an educational setting
Ability to perform effectively in a fast-paced, time-sensitive environment
Willingness to travel across various Family Welcome Center locations
Strong commitment to customer service excellence
Excellent verbal and written communication skills
Proficiency in Microsoft Office Suite (Excel, Outlook, Office 365, Teams)
Strong interpersonal and organizational skills

Bilingual proficiency in Spanish, Chinese (Cantonese or Mandarin), or other languages such as:

Arabic
Bengali
French
Haitian Creole
Korean
Russian
Urdu
Strong record of attendance and punctuality