Employment

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.

•  E-Verify (English <pdf>, Spanish <pdf>)
• Right to Work (English <pdf>, Spanish <pdf>)

CUNY 311 Call Center Campus Contacts