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Boston Public Schools Monitor Unit Customer Service Team Lead (SY24-25) (Anticipated Vacancy) in Boston, Massachusetts

This position is an anticipated vacancy. It is expected to be vacant by 07/22/2024. However, the current incumbent has a right to rescind their retirement, leave, or resignation up until the day of the expected vacancy date. Your hire will not be confirmed until the position is vacated. BPS Department of Transportation Monitor Unit Customer Service Team Lead Position The Monitors Unit Customer Service Team Lead (TL) works alongside yard Operations Coordinators to support all aspects of Customer Service related to the Monitors Unit. The TL will be responsible for assisting families and schools with coverage-related questions and issues. They will also serve as a point of contact for monitor payroll issues and assist monitors with submitting inquiries to the clerk team. The TL will act as the primary liaison between the Central Office Customer Service and Ops team and Operations Coordinators. The TL will also work closely with the Transportation Officers (TOs) to help identify and develop departmental efficiencies. The call center’s hours of operation are from 6 am-7 pm, with a shift from 6 am-2 pm, 8am-4pm, and 11 am-7pm. TLs must be available during their assigned shift, with the possibility of working additional hours when needed. TLs are expected to communicate with each other and properly document calls to ensure smooth transitions between shifts. Schedules will be managed and modified at the Yard Manager’s or Assistant Director’s discretion. Primary Responsibilities: Handle all complex requests and service failures with minimum supervision Thoroughly research and document customer concerns, and utilize current resources as needed when troubleshooting Conduct outreach to customers when necessary Be the primary liaison between Monitors Unit Operations, Transportation Officers, Central Office Customer Service, Schools, and Families Work on all open tickets in a timely manner Troubleshoot all Operations issues that arise with help from the Operations Coordinators Assume management of escalated or problem calls Perform real-time side-by-side assistance for Central Office CSRs by answering monitor-related questions and handling escalated calls Develop a good working relationship with various departments and schools Along with the Assistant Director, visit schools and speak with BPS staff regarding any pain points, and trends, and obtain feedback and suggestions Coordinate backup coverage support for Operations Coordinators Support other transportation department needs, as required Other duties may be assigned by the Unit Leadership Team or the Executive Director of Transportation Basic Requirements: High School Diploma/ Associate's Degree Preferred Minimum 1-year BPSDOT role-based knowledge of Microsoft Office, Excel, Word, G Suite Must be able to work a Full-Time schedule (The call center is open from 6am-7pm and must be available throughout the hours of operation. Schedules are managed and modified at the Assistant Director’s discretion) Job knowledge consistent with Customer Service Reps Excellent proficiency with all relevant system Preferred Qualifications: Multilingual Demonstrated adherence to BPSDOT’s attendance policy Respects the talent and unique contribution of every individual, culture and ethnic group and treats all people in a fair and equitable manner. Accountable for and proven record of delivering high-quality work Able to safeguard customers’ privacy and confidentiality Excellent multi-tasking, organizational and time management skills Outstanding telephone soft skills – voice, tone, courtesy Strong communication and listening skills and problem-solving skills Ability to de-escalate issues preventing them from getting escalated any further Able to adapt and/or thrive in a high-stress, fast-paced environments Outstanding customer service skills, specifically the ability to handle irate customers and appropriately defuse sensitive and/or escalated situations Adaptable, flexible, dependable Ability to work in a team environment Ability to motivate, and support a team’s vision Terms: Managerial, A11. The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, 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. " />

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Monitor Unit Customer Service Team Lead (SY24-25) (Anticipated Vacancy)

Job Description

Primary Location Central Office - Transportation

Salary Range $47,692.00 / 1.0 FTE

Shift Type Central Office

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