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Job Details

Job ID: 5182884

Job Description

Report to: Assistant Director of the Monitor Unit

The Monitors Unit Customer and Communications Lead works alongside Monitors Unit Operations Coordinators to support all aspects of Customer Service and communications related to the Monitors Unit. The CSCL will serve as a key point of contact for parents, guardians, school staff, and other stakeholders, addressing concerns and inquiries and assisting with school bus monitor services. They will also be the lead on distributing communications across the ~750 FTE bus monitor workforce. The ideal candidate will possess strong customer service skills, organizational abilities, and a proactive approach to problem-solving.

The call center’s hours of operation are from 6 am-7:00 pm, with a shift from 6 am-2 pm and a second shift from 11 am-7 pm. CSCL must be available during their assigned shift, possibly working additional hours when needed. CSCLs 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:

Customer Service and Communication Duties

+ Be the primary liaison between the Monitors Unit Operations, Transportation Officers, Central Office Customer Service, Schools, and Families

+ 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 and bus monitors when necessary

+ Assume management of escalated or problem calls and tickets assigned to the Monitor Unit.

+ 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

+ Coordinate backup coverage support for Operations Coordinators

+ Support with payroll inquiries, along with the Ops Coordinators

+ Support other transportation department needs, as required

+ Other duties may be assigned by the Unit Leadership Team or the Executive Director of Transportation

Office Management Duties

+ Manage office operations, including organizing and ordering office supplies, maintaining records, and overseeing office equipment and maintenance.

+ Prepare and maintain records, reports, and files related to bus monitor scheduling, attendance, and other administrative tasks.

+ Develop and implement office procedures and workflows that improve efficiency and service delivery.

+ Assist with the recruitment and onboarding process for new bus monitors, ensuring all necessary documentation and training are completed.

+ Ensure the office environment is organized, professional, and conducive to a productive work environment.

+ Handle confidential information and sensitive data with discretion

Additional Responsibilities

+ Support the Monitor Unit Assistant Director and Yard Managers with various administrative tasks, including report generation, data entry, and correspondence

+ Assist with planning, scheduling, and coordination of meetings, events, and training sessions related to the Bus Monitor Unit

+ Handle other duties as assigned.

Qualification:

+ Associate’s or bachelor's degree in Business Administration, Public Administration, or a related field is preferred.

+ Minimum of 3 years of experience in customer service, office management, or a related role.

+ Strong organizational skills with the ability to multitask and manage multiple priorities in a fast-paced environment

+ Excellent communication skills, both written and verbal

+ Ability to remain calm and professional in stressful and or high-pressure situations

+ Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with office equipment and software.

+ Knowledge of transportation systems, school operations, or previous experience in an educational setting is a plus

+ Ability to work independently as well as part of a team

+ Bilingual skills (e.g., Haitian Creole, Spanish, Cape Verdean Creole) are a plus but not required.

Terms: Managerial, B21

The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate on the basis of race, color, age, criminal record, physical or mental disability, pregnancy or pregnancy-related conditions, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics, natural or protective hairstyle, military status, immigration status, English language proficiency, or any other factor prohibited by law in its programs and activities. BPS does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to work or learn. If you require an accommodation pursuant to the ADA for the application process, please contact the Accommodations Unit at [email protected].

Position Type: Not provided

Positions Available: 1