Customer Service Representatives SY25-26
Customer Service Representatives SY25-26
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Boston Public Schools seeksCustomer Service Representatives TransportationDepartment
Reports To: Customer Service Team Leads
Position Type: Temporary Position through the end of November 2025
Start date: July 1 2025
OVERVIEW:
The Boston Public Schools is the largest school district in Massachusetts with approximately 57000 students and a $1.2B budget. Transportation ensures that students across the city have a 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 departments 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. 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 the callers 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.
- Multitask 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
QUALIFICATIONSREQUIRED:
- 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 4050 words per minute
- Ability to multitask in a fastpaced environment
- Ability to stay calm in highpressure 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 selfstarter able to work independently
- Current authorization to work in the United States Candidates must have such authorization by their first day of employment
QUALIFICATIONSPREFERRED:
- Multilingual (Highly Preferred)
- Experience working in a call center
- Experience working in customer service
- Computer Science background
- Associates degree
TERMS: $25.00/hour)
This position is subject to the City of Boston residency requirement.
Please refer to 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 biasbased intimidation threat or harassment that demeans individuals dignity or interferes with their ability to learn or work.
Required Experience:
Unclear Seniority
Employment Type
Hourly
