Customer Service Representatives

Boston Public Schools seeks Customer Service Representatives - Transportation Department

Reports To : Customer Service Team Leads

Position Type : Temporary Position (Potential to stay on Long Term)

Start date : July 1, 2024

OVERVIEW :

The Boston Public Schools is the largest school district in Massachusetts with approximately 57,000 students and a $1.2B budget.

Transportation ensures that students across the city have choice in their schools which we believe is an essential part of improving equity across our system.

On a daily basis, our 650 buses drive 45K miles bringing over 30K students to 200 schools across the Boston area - not just Boston Public Schools but local parochial, private, and charter schools as well.

Customer Service Representatives (CSRs) are many parents' primary interaction with the School District (outside of the classroom).

Their impression of the Central Office of Boston Public Schools is determined by the etiquette, demeanor, and quality of our CSRs.

Each and every day, we handle thousands of calls from parents and families in multiple languages. We ask our Customer Service Representatives to be the department’s first point of contact one that demonstrates superior customer service to the many individuals that reach out to us either by email, chat, over the phone, or in person with inquiries, issues or complaints.

CSRs are also responsible for responding to customer support tickets online through our Support Portal (). At the same time, we ask our Customer Service Representatives to navigate the many systems used by the department to answer inquiries, resolve issues, and manage complaints.

RESPONSIBILITIES :

• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify caller’s needs, clarify information, research every issue and provide solutions.
• Maintain proper etiquette, when taking inbound and outbound calls.
• Be positive, supportive, and helpful to families from a variety of diverse backgrounds.
• Document all calls and interactions with customers accurately.
• Meet call metrics and other service level agreements on a daily basis.
• Multi-task using various systems while assisting customer concerns in a fast paced environment.
• Actively engage with parents, principals and other external stakeholders to understand and address concerns with BPS Transportation.
• Attend mandatory staff meetings, training and professional development.
• Attend a monthly performance review with Team Leads.
• Maintain attendance expectations.

QUALIFICATIONS-REQUIRED :

• High school diploma / GED
• Strong phone and verbal communication skills along with active listening skills
• Ability to multi- task, set priorities and manage time effectively
• Excellent interpersonal skills
• Type at least 40-50 words per minute
• Ability to multitask in a fast paced environment
• Ability to stay calm in high pressure situations
• A love of problem solving - you will often need to resort to creative and innovative solutions to help students get to school in a timely manner
• Proficiency with Google Suite
• Ability to analyze and communicate complex issues effectively, both verbally and in writing
• Ability to interact with diverse populations
• Professional self-starter, able to work independently
• Current authorization to work in the United States - Candidates must have such authorization by their first day of employment
• Multilingual; fluent in English and one or more of the following languages : Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole

QUALIFICATIONS-PREFERRED :

• Experience working in a call center
• Experience working in customer service
• Computer Science background
• Associate’s degree

TERMS : ($25 / hour)

This position is subject to the City of Boston residency requirement.

Please refer to (under "Employee Benefits and Policies") for more information.

The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, or employment or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex / gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status, and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to learn or work.