The Archdiocese of New York – Department of Education
Superintendent of Schools – Enrollment Office
August 2021
Parent Call Center Operations Associate
Overview: The Parent Call Center Operations Team provides support to our parents to allow them to locate and apply to a school, receive language support, receive answers to questions and concerns regarding scholarships/financial assistance, and other potential inquiries. Our mission in the Parent Call Center is to provide an excellent parent experience as our families search for a school and enroll their children in one of the almost 100 regional schools in the Archdiocese of New York.
Direct Supervisor: Associate Director of Call Center Operations
Responsibilities:
- Handle parent inquiries both telephonically and by email
- Provide parents with product information
- Document all call information according to standard operating procedures
- Route calls to appropriate resource and follow up on parent calls where necessary
- Identify and escalate priority issues
- Complete call logs and produce reports
- Assist in communicating with families regarding admissions and scholarship applications and awards
- Answer calls and emails regarding scholarship awards
- Ensure timely and accurate resolution of parent questions and needs
- Data enter forms and work with team members as required
- Other projects and duties as assigned
Position Requirements:
- High school diploma or equivalent, College education a plus
- Strong computer skills: proficiency using Microsoft Office software including Word, Excel, Outlook, and Access
- Knowledge of customer service principles and practices; experience in a call center a plus
- Knowledge of call center telephony and technology
- Good data entry and typing skills
- Knowledge of administration and clerical processes
- Must be fluent in both English and Spanish
Personal Characteristics:
- Strong verbal and written communication skills
- Ability to analysis and solve problems
- Customer service orientation
- Excellent organizational skills and attention to detail
- Ability to multi-task utilizing time management skills
- Strong listening skills
- Ability to work independently and in a team environment
- Keen ability to prioritize workload
Interested candidates should send a cover letter and resume to: Nadia.Nunez@archny.org