Boston Public Schools
Customer Service Representatives (SY23-24)
MA, US | $25K - $25K
- 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) 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 (click here https://bostonpublicschoolshelp.freshdesk.com/support/home ). 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 QUALIFICATIONS-PREFERRED: Multilingual (Highly Prefered) Experience working in a call center Experience working in customer service Computer Science background Associate’s degree TERMS: ($25/hour) This position is subject to the City of Boston residency requirement. Please refer to www.bostonpublicschools.org/ohc http://www.bostonpublicschools.org/ohc (under
- 5,001-10,000 employees
- Information Technology, Technology, Consulting, Education, K-12 Education, Human Resources, Government, Education Management, Public Sector, Nonprofit
- Educational
- Last round: Apr 2, 2017
- Last round: US$ 110.0K
- Boston, MA
- Company Specialties:
Boston Public Schools K-12
Company information
As the birthplace of public education in this nation, the Boston Public Schools is committed to transforming the lives of all children through exemplary teaching in a world-class system of innovative, welcoming schools. We partner with the community, families, and students to develop in every learner the knowledge, skill, and character to excel in college, career, and life.
