Boston Public Schools seeks Customer Service Representatives - Transportation Department
Reports To: Customer Service Team Leads

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 Preferred)
• Experience working in a call center
• Experience working in customer service
• Computer Science background
• Associate’s degree
  TERMS: ($25.00/hour)
  This position is subject to the City of Boston residency requirement.
  Please refer to www.bostonpublicschools.org/ohc (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

• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify the 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.
• Support other transportation department needs, as required