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, 8 am-4 pm, and 11 am-7 pm. 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, 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 systems
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, listening, and problem-solving skills
Ability to de-escalate issues preventing them from getting escalated any further
Able to adapt and/or thrive in 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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