BPS Helpline Specialist; SY

Boston Public Schools Central Office
- Family & Community Advancement
- Boston, Massachusetts Open in Google Maps

This job is also posted in Boston Public Schools

Starting Date: To Be Determined

REPORTS TO: Director of BPS Helpline

GENERAL DESCRIPTION:

Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.

Customer service is an important priority for the BPS. As such, the District has launched the BPS Helpline, a centralized information and complaint resolution system designed to provide our constituents – parents, students, community members and more - with a singular point of contact to ensure a more efficient, coherent, and equitable communication system. The BPS Helpline is part of the Division of Family and Community Advancement.

The Helpline serves as a hub of information, communication, problem resolution and system access for those who have questions, concerns, or issues in need of resolution. The Helpline is staffed by BPS Helpline Specialists (BHS) skilled at providing superior customer service to constituents by phone, email or in-person.

The new BPS Helpline provides direct support to families, partners, and other collaborators, working across departments and schools to provide information, directly resolve issues, or elevate complaints as needed. Successful candidates will support the BPS Helpline by providing exceptional customer service, exercising excellent resource navigation skills, and utilizing a technology-based, ticketing system to ensure accountability at each step of any resolution process among other talents.

POSITION SUMMARY :

The BPS Helpline Specialists (BHS) play an integral part in the critical trust-building process - providing stellar and thorough service to everyone who connects with the Helpline, including those who call, email, or stop in. The BHS is the primary point of contact for stakeholders, answering not just the Helpline but also calls and emails made to the Superintendent’s Office. The role requires a professional demeanor and the ability to assess constituent’s needs, provide accurate information about district protocols, policies, initiatives or events, navigate timely resolution and, independently determine when to successfully connect with additional departments and school staff to help resolve cases for the constituent.

This is not an operator or switchboard position, but rather a true customer service position, supporting constituents to and through the point of issue resolution. CSRs are trained and regularly updated on all BPS programming and services in order to build a strong knowledge base and skill set to navigate stakeholder needs. Successful candidates will be those who demonstrate their ability and/or experience thriving in a fast paced, multi-lingual, multi-cultural environment in which continuous learning and improvement is seen as key to their success.

RESPONSIBILITIES:

• Manage in a professional manner a heavy volume of inbound and outbound calls, emails, 3-1-1 referrals and potentially in-person visitors, in a timely manner with linguistic and cultural appropriateness.
• Be…