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The BPSDOT Customer Service Team Lead (TL) acts as a Subject Matter Expert within their team, supporting the Assistant Director of Customer Relations and School Support in leading the provision of all aspects of customer service for the department and working closely with the Operations team. The TL will be responsible for assisting with complex transportation-related questions and issues. The TL will manage a team of Customer Service Representatives (CSRs) - including managing employee schedules, providing daily oversight and coaching, and completing monthly and annual performance reviews. The TL will handle supervisor-level customer escalations on behalf of the management team. The TL will act as the primary liaison between CSRs and Operations. The TL will also work closely with the Transportation Officers (TOs) to help identify and develop departmental efficiencies. The TL acts as a leader focused on their own growth and development in this leadership capacity as well as contributing to that of their designated team. The call center’s hours of operation are from 6 am-7 pm, with an AM shift from 6am-2pm and a PM shift from 11 am-7pm. TLs must be available during their assigned shift, with a possibility of working additional hours when needed. Additional hours will be required during the beginning of the school year and at other heavy service periods throughout the school year. Schedules will be managed and modified at the Assistant Director’s discretion. This position is for the 11-7pm shift. Primary Responsibilities: Provide daily direction to team members and ensure their awareness and understanding of information necessary such that calls are answered in a timely, efficient, and knowledgeable manner Handle all complex requests and service-failures with minimum or no supervision Thoroughly research and document customer concerns, and utilize current resources as needed when troubleshooting Provide performance feedback and coaching on a regular basis to CSRs Identify training and coaching needs of CSRs Address any behavioral concerns Share responsibility for the performance of their team specific to ensuring customer service interactions are handled efficiently and required metrics are met Establish procedures and processes that support the department’s standards and BPSDOT goals and mission Coach, mentor, and manage CSRs and keep the Assistant Director abreast of coaching and development needs within the team Conduct outreach to customers when necessary Be the primary liaison between CSRs and Operations / Transportation Officers Work on all open tickets in a timely manner Work on operational issues (including UDCs, Missing Students, Stranded Students, Students on Wrong Bus, Accidents and Incidents) alongside the Operations Team and log all work in a timely manner Assume management of team-specific escalated or problem calls Perform real-time side-by-side assistance for CSRs by answering transportation-related questions, handling escalated calls, walking an associate through a call, and other issues as they arise; coach CSRs on overall call flow and efficiencies. Assist visitors with in-person escalated issues and assist with administrative duties 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 Along with the Assistant Director, conduct community engagement Provide backup support to Operations in the event of Operations absences, this includes covering operations. When covering operations, hours will be extended through the end of service and related tasks for the shift. Support other transportation department needs, as required 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 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 Proven record of delivering quality work Ability to work in a team environment Ability to motivate, and support a team’s vision Terms: Managerial, B21 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. 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  Applications will be accepted Monday, June 17, 2024 12:00 AM - Wednesday, July 17, 2024 11:59 PM (Eastern Standard Time)

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Customer Service Team Lead- SY24-25

Job Description

Primary Location Central Office - Transportation

Salary Range $72,650.00 / 1.0 FTE

Shift Type Central Office

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