Boston Public Schools Office of Human Capital ( learn more )

Boston , MA ( map )

Job Details

  • Job ID: 2879348
  • Application Deadline: Posted until Filled
  • Posted : January 3, 2018

Job Description

Job Description


Boston Public Schools (BPS) is the largest school district in Massachusetts serving approximately 57,000 students. BPS Transportation ensures that students across the city have 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 (CSR) are Boston families’ primary point of contact to assist with issues related to school bus transportation. The quality of customer service provided by CSRs, including demeanor, etiquette, and timely problem resolution is integral to meeting the needs of each student/ family.

Each day, BPS Transportation addresses thousands of calls from parents and families in dozens of languages. CSRs are the department’s first point of contact. Customer Service Reps must demonstrate superior customer service to the many individuals that reach out to us either by email, in person, or over the phone with inquiries, issues or complaints. At the same time, our CSRs must navigate the many systems used by the department to answer inquiries, resolve issues, and manage complaints.

REPORTS TO: Assistant Director of School Support and Customer Relations



Verbal and written communication skills, listening skills, problem analysis and problem solving, customer service oriented, organizational skills, attention to detail, judgment, adaptability, teamwork, resilience, empathy, taking initiative



  1. Manage a high volume of inbound and outbound calls in a timely manner
  2. Supervise Temporary/ Seasonal Staff  
  3. Follow call center communication scripts
  4. Identify callers’ needs, clarify information, research every issue and provide solutions
  5. Be positive, supportive, and helpful to families while addressing complex situations
  6. Must have the ability to work with diverse backgrounds.
  7. Track calls in the call center tracking form
  8. Ensure all complaints are resolved within 48 hours
  9. Meet BPS Transportation’s Qualitative and Quantitative Targets
  10. Maintain proper etiquette when handling inbound and outbound calls
  11. Deliver superior customer service according to the Transportation Call Center standards
  12. Multi-task using systems while assisting customer concerns in a timely manner
  13. Set priorities and manage time effectively
  14. Customer Service Rep will need to gain mastery of our various digital transportation systems: Versatrans, Onscreen, Zonar, ASPEN, and MYBPS
  15. Actively engage with parents, principals and other external stakeholders to understand their concerns with transportation in BPS
  16. Maintain call center data by adhering to CSR call tracking protocols and call monitoring standards
  17. Attend staff meetings, trainings and professional development
  18. Maintain attendance expectation



  • High school diploma
  • Previous call center experience
  • Strong verbal and phone communication skills along with active listening skills
  • Ability to multi-task, set priorities and manage time effectively while working under pressure
  • Familiarity with Gmail, Google Maps, Google Docs, and Microsoft Office
  • Proficient in Microsoft Office
  • Ability to multi-task in a fast paced environment and navigate multiple windows
  • 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 Microsoft Office Suite (Word and Excel) and other data analysis tools
  • 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
  • Ability to work outside the usual business hours on evenings, weekends, and as needed determined by the Assistant  Director of School Support
  • Current authorization to work in the United States - Candidates must have such authorization by their first day of employment
  • Current authorization to work in the United States - Candidates must have such authorization by their first day of employment 




  1. Associate's Degree or higher
  2. Experience working in a call center environment
  3. Bilingual (Spanish, French, Chinese, Somali, Cape Verdean)


TERMS: Managerial Tier A, This position subject to the City of Boston residency requirement.


Please refer to (under "Employee Benefits and Policies") for more information on salary and compensation.  Salaries are listed by Unions and Grade/Step.

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.

  • Position Type: Full-time

Equal Opportunity Employer

Boston Public Schools Office of Human Capital is committed to maintaining a work and learning environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.

Contact Information

  • Boston Public Schools, Office of Human Capital
  • 2300 Washington Street
  • Roxbury, Massachusetts 02119

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