Customer Service Representatives, Temporary (SY26-27)

Boston Public Schools seeksCustomer Service Representatives - TransportationDepartment

Position Type: Temporary Position through the end of November 2026

Start date: July 1 2025

Reports To: Customer Service Team Leads

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:

1. Manage large amounts of inbound and outbound calls in a timely manner.
2. Identify the callers needs clarify information research every issue and provide solutions.
3. Maintain proper etiquette when taking inbound and outbound calls.
4. Be positive supportive and helpful to families from a variety of diverse backgrounds.
5. Document all calls and interactions with customers accurately.
6. Meet call metrics and other service level agreements on a daily basis.
7. Multi-task using various systems while assisting with customer concerns in a fast paced environment.
8. Actively engage with parents principals and other external stakeholders to understand and address concerns with BPS Transportation.
9. Attend mandatory staff meetings training and professional development.
10. Attend a monthly performance review with Team Leads.
11. Maintain attendance expectations.
12. Support other transportation department needs as required

QUALIFICATIONS-REQUIRED:

• High school diploma/GED
• Strong phone and verbal communication skills along with active listening skills
• Ability to multitask 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
• 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 bias-based intimidation threat or harassment that demeans individuals dignity or interferes with their ability to learn or work.

Required Experience:

Unclear Seniority