Customer Service Representative

Customer Service Representative

NYC DOE

65 Court Street, Brooklyn, NY 11201 (onsite)

Monday-Friday, 35 hours/week

The Customer Service Representative is responsible for managing outbound and inbound calls and text messages, providing status on existing cases, or escalating cases, if necessary.

Responsibilities

• Make outgoing calls to prospective NYCPS families providing information on admissions and enrollment, helping families submit applications and/or enroll.
• Respond to incoming calls from families asking about 3k and prek and provide information about appropriate policies/procedures and contacts.
• Support families by text message as needed.
• Help users navigate various applications and troubleshoot technical problems with internal computer programs.
• Ask callers for information necessary to respond to inquiries. 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.
• Abide by policies and procedures to ensure the highest 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 the contact center script, but also recognize when to ask for help.
• Navigate multiple computer applications while speaking on the telephone and entering data.
• As a supportive and temporary member of the OSE team, the Customer Service Representative also assists with outreach and implementation of various admissions events to increase enrollment and provide resources to families to transition back to NYCDOE schools.

InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.