The CUNY 311 Project is a collaboration between the NYC Department of Information Technology and Telecommunications (DoITT) and the City University of New York. It provides qualified CUNY students with the opportunity to work as part-time Call Center Representatives (Call Takers) within New York City’s Customer Service Center.

311 provides New Yorkers with one easy-to-remember number to access all City agencies and services. CUNY 311 Project support staff recruits and hires students, monitors on-site performance, and administers payroll.

CUNY 311 CALL TAKER DUTIES & RESPONSIBILITIES

Call Takers will work within the 311 Call 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.  Enter call data into a computerized tracking system.

 Collaborate with DoITT and CUNY Program staff as needed. CUNY 311

CALL TAKER ELIGIBILITY AND QUALIFICATIONS

To become a Call Taker, applicants must meet the following:

 Currently a student in good standing at a City University of New York college.

 Undergraduate students, at time of application, must hold a GPA of 2.5 or higher, and maintain enrollment in at least 6 credits while working with CUNY 311.

 Graduate students, at time of application, must hold a GPA of 3.0 or higher, and maintain enrollment in at least 3 credits while working with CUNY 311.  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 and have strong reading and writing skills.

 Only students with strong attendance and punctuality skills should apply.

NEW HIRE TRAINING

Once hired, all student call takers must attend a mandatory PAID new hire training (three weeks in length, M-F 9am-5pm). 100% attendance is required.

Upcoming training dates are as follows,

 January 8 – January 26 (M-F 9am-5pm)

RATE OF PAY Part-time

CUNY 311 Call Takers are paid at the following rates:

 Undergraduate students at $13 per hour.

 Graduate students at $14 per hour. *CUNY 311 Call Takers are eligible for the salary increase ($13-$16 per hour) after completion of 4 months of employment in good standing. Pay rate changes will be made based on the number of credits students have earned.

WORK SCHEDULES CUNY

311 Call Takers will be scheduled to work three 6-hour shifts a week for a total of 18 hours per week based on scheduling and shift needs within the 311 Call Center as well as students’ school schedules.

TO APPLY
Interested students should contact the career office/department on their campus for pre-screening or more information; or apply online at https://cunyinternship-oaa-csm.symplicity.com/students/index.php

For questions, students can contact the program staff via email at cuny311@cuny.edu