Monitor Unit Customer Service and Communications Lead (SY25-26)
Job title: Monitor Unit Customer Service and Communications Lead (SY25-26) in Boston, MA at Boston Public Schools
Company: Boston Public Schools
Job description: Job Details:Boston Public Schools are currently hiring for SY24-25. Please apply to positions for which you are qualified and prepare for virtual interviews, demo lessons, and other remote hiring practices!Please note that after July 1, the Office of Human Resources will not approve lateral moves between schools. This is to minimize vacancies arising close to the start of the school year.If you are searching for a teaching position in BPS, we strongly encourage you to visit and RSVP for where you can learn more about the hiring process, access hiring supports, and find opportunities to connect with school leaders.To begin a new application, choose a job from the listings below. After your application is complete, you will receive a confirmation number and your information will be saved, allowing you to return at any time to submit additional applications. Please remember your username and password for use on future applications.Need help or have a question about your application? Please check the first.IF YOU ARE EXPERIENCING TECHNICAL ISSUES WHILE TRYING TO APPLY, please try clearing your browser cache and cookies, or check the for more information. You can also for chat or email support from our vendor's technical support team (use District Name: Boston), or call them at (877) 974-7437.Job Description:Report to: Assistant Director of the Monitor UnitLocation: Freeport Bus Yard: 34 Freeport Street, Dorchester, MAThe 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 centerās hours of operation are from 6 am-7:00 pm, with a shift from 6 am-2 pm and a second shift from 11am-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 Directorās 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:
Associateās 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, B21The 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 individualsā 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].
Expected salary:
Location: Boston, MA
Apply for the job now!
Apply Now
Company: Boston Public Schools
Job description: Job Details:Boston Public Schools are currently hiring for SY24-25. Please apply to positions for which you are qualified and prepare for virtual interviews, demo lessons, and other remote hiring practices!Please note that after July 1, the Office of Human Resources will not approve lateral moves between schools. This is to minimize vacancies arising close to the start of the school year.If you are searching for a teaching position in BPS, we strongly encourage you to visit and RSVP for where you can learn more about the hiring process, access hiring supports, and find opportunities to connect with school leaders.To begin a new application, choose a job from the listings below. After your application is complete, you will receive a confirmation number and your information will be saved, allowing you to return at any time to submit additional applications. Please remember your username and password for use on future applications.Need help or have a question about your application? Please check the first.IF YOU ARE EXPERIENCING TECHNICAL ISSUES WHILE TRYING TO APPLY, please try clearing your browser cache and cookies, or check the for more information. You can also for chat or email support from our vendor's technical support team (use District Name: Boston), or call them at (877) 974-7437.Job Description:Report to: Assistant Director of the Monitor UnitLocation: Freeport Bus Yard: 34 Freeport Street, Dorchester, MAThe 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 centerās hours of operation are from 6 am-7:00 pm, with a shift from 6 am-2 pm and a second shift from 11am-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 Directorās 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:
Associateās 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, B21The 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 individualsā 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].
Expected salary:
Location: Boston, MA
Apply for the job now!
Apply Now