The CUNY/311 Project, is a collaboration between the NYC Department of Information Technology and Telecommunications (DoITT) and the City University of New York, provides qualified CUNY students with the opportunity to work as part-time Student Call Takers within New York City's Customer Contact Center.
311 provides New Yorkers with one easy-to-remember number to access all City agencies and services. The CUNY 311 Project provides human resource support for CUNY students referred from CUNY campuses. CUNY 311 Project support staff recruits, hires students, monitors on-site performance, and administers payroll.
STUDENT CALL TAKER DUTIES & RESPONSIBILITIES
Student Call Takers will work within the 311 Contact Center to perform the following tasks:
- Answer incoming calls within the 24-hour/7-day/week operation in a professional and courteous manner.
- Maintain customer satisfaction.
- Identify customers' needs and assist accordingly.
- Enter call data into a computerized tracking system.
- Perform routine clerical work such as copying, filing and faxing as needed.
- Collaborate with DoITT and CUNY Program staff as needed.
STUDENT CALL TAKERS ELIGIBILITY AND QUALIFICATIONS
To become a Call Taker, applicants must meet the following criteria:
- Currently a student in good standing at a City University of New York college.
- Undergraduate students, at time of application, must have Sophomore status or above (Freshman are not eligible), hold a GPA of 2.5 or higher, and maintain enrollment in at least 6 credits whole working as a Call Takers.
- Graduate students, at time of application, must have completed minimum of 6 credits, hold a GPA of 3.0 or higher, and maintain enrollment in at least 3 credits while working as a Call Taker.
- Be available 18 hours per week for three 6 hour shifts.
- Have strong computer skills and be proficient with Internet.
- Have excellent telephone etiquette and communication skills.
- Be proficient in English; bilingual Spanish a plus.
- Have strong reading and writing skills.
- Attend a new employee training and attend on the job trainings as needed.
- Only students with strong attendance and punctuality skills should apply.
Rate of Pay
Part-time CUNY 311 Call Takers are paid at the following rates:
- Undergraduate students at $10.98 per hour.
- Graduate students at $12.98 per hour.
Students will be eligible for a $1/hour raise after the completion of 6 months of employment based on performance indicators.
Flexible Work Schedules
Students will be selected based upon scheduling and shift needs within the 311 Call Center. Generally, students will be scheduled to work one 6-hour weekend shift and two 6-hour shifts during the week to accumulate 18 hours per week. Some students will be scheduled to work two 6-hour shifts to accumulate 12 hours per week. Applicants will be required to provide a schedule of availability.
Screening for 311 Student Call Takers begins on-campus at the office/department listed below for each campus. Interested students should contact the office/department on their campus for more information or to submit an application. The student application process is approximately 3 months in length. Do not call the RF-CUNY Central Office to inquire about this position. Interested candidates must begin the screening process through their designated CUNY 311 campus contact.
CUNY 311 Call Center Campus Contacts
Career Development Center
School of Public Affairs, Career Services Office
Borough of Manhattan Community College
Center for Career Development
Bronx Community College
Career Development Office
Magner Center for Career Development and Internships
City College of New York
CUNY Graduate Center
Office of Financial Aid
Hostos Community College
Career and Transfer Center
Career Development Services
John Jay College
Career Development Services
Kingsborough Community College
Career Development Placement and Transfer Office
CUNY School of Law
Career Planning Office
LaGuardia Community College
Academic Affairs Office
Career Services Center
Medgar Evers College
Career Management Services
CUNY Medical School
Office of Administration
New York City College of Technology
Career Development and Internships
Queensborough Community College
School of Professional Studies
College of Staten Island
Career Placement, Scholarships and Awards
Office of Career Services
Guttman Community College
Office of Partnerships and & Community Engagement
You can also follow us on Twitter for more information @CUNY311_Project.