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Customer Service Representative
1 month ago
Boston Public Schools is seeking a highly skilled Customer Service Representative to join our Transportation Department. As a key member of our team, you will be responsible for providing exceptional customer service to parents, families, and external stakeholders.
Responsibilities:- Manage large volumes of inbound and outbound calls in a timely and efficient manner.
- Identify caller needs, clarify information, research issues, and provide solutions.
- Maintain proper etiquette and professionalism when interacting with customers.
- Be positive, supportive, and helpful to families from diverse backgrounds.
- Document all calls and interactions accurately.
- Meet call metrics and 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.
- Attend mandatory staff meetings, training, and professional development.
- High school diploma or equivalent.
- 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 stay calm in high-pressure situations.
- 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.
- Multilingual, fluent in English and one or more of the following languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole.
- Experience working in a call center.
- Experience working in customer service.
- Computer Science background.
- Associate's degree.
This is a temporary position with the potential to become long-term. The Boston Public Schools is an equal opportunity employer and does not discriminate on the basis of race, color, age, disability, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics, or military status.
