Client Support Specialists

1 week ago


Boston, Massachusetts, United States Boston Public Schools Full time

Position: Customer Service Representatives - Transportation Division at Boston Public Schools

Company Overview: Boston Public Schools stands as the largest educational district in Massachusetts, catering to around 57,000 students with a substantial budget of $1.2 billion. The Transportation Division is integral in facilitating school choice and enhancing equity by ensuring the safe transit of over 30,000 students to 200 educational institutions across the Boston region.

Role Summary: Customer Service Representatives (CSRs) serve as the primary liaison for numerous parents interacting with the school district. Their key responsibility is to deliver exceptional customer service to individuals reaching out through various communication channels, including email, phone, chat, or in-person visits. CSRs are also tasked with managing online support inquiries and adeptly navigating departmental systems to address questions, resolve concerns, and effectively handle complaints.

Key Responsibilities:

  • Efficiently manage both incoming and outgoing calls.
  • Identify callers' needs, investigate issues, and provide appropriate solutions.
  • Accurately document all interactions.
  • Engage positively with families from diverse backgrounds.
  • Achieve call metrics and adhere to service level agreements.
  • Multi-task using various systems in a dynamic environment.
  • Collaborate with parents, school leaders, and external partners.
  • Participate in meetings, training sessions, and performance evaluations.
  • Maintain professionalism and attendance standards.

Required Qualifications:

  • High school diploma or GED.
  • Strong communication and multitasking abilities.
  • Excellent interpersonal skills.
  • Proficiency in Google Suite applications.
  • Ability to remain composed under pressure.
  • Problem-solving orientation.
  • Authorization to work in the United States.
  • Fluency in English and at least one additional language.

Preferred Qualifications:

  • Experience in customer service or call center environments.
  • Background in Computer Science.
  • Associate's degree.

Compensation: $25 per hour, subject to residency requirements.

Boston Public Schools is committed to maintaining a nondiscrimination policy and fosters an inclusive and respectful atmosphere for all employees and students.



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