Customer Service Representatives, Temporary (SY25-26)

Job title: Customer Service Representatives, Temporary (SY25-26) in Boston, MA at Boston Public Schools

Company: Boston Public Schools

Job description: Job Details:Boston Public Schools are currently hiring for SY24-25. Please apply to positions for which you are qualified and prepare for virtual interviews, demo lessons, and other remote hiring practices!Please note that after July 1, the Office of Human Resources will not approve lateral moves between schools. This is to minimize vacancies arising close to the start of the school year.If you are searching for a teaching position in BPS, we strongly encourage you to visit and RSVP for where you can learn more about the hiring process, access hiring supports, and find opportunities to connect with school leaders.To begin a new application, choose a job from the listings below. After your application is complete, you will receive a confirmation number and your information will be saved, allowing you to return at any time to submit additional applications. Please remember your username and password for use on future applications.Need help or have a question about your application? Please check the first.IF YOU ARE EXPERIENCING TECHNICAL ISSUES WHILE TRYING TO APPLY, please try clearing your browser cache and cookies, or check the for more information. You can also for chat or email support from our vendor's technical support team (use District Name: Boston), or call them at (877) 974-7437.Job Description:Boston Public Schools seeks Customer Service Representatives - Transportation DepartmentReports To: Customer Service Team LeadsPosition Type: Temporary Position through the end of November 2025Start date: July 1, 2025OVERVIEW: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 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 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 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

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 (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.

Expected salary: $25 per hour

Location: Boston, MA

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