Customer Service Team Leader, Transportation Services

Boston, MA, US
Jul 25, 2019
BPS Department of Transportation
Customer Service Team Lead

Reports to: Customer Service Manager


The BPSDOT Customer Service Team Leader (CSTL) acts as a Subject Matter Expert within his/her team supporting the Manager and all aspects of customer service . The TL will be responsible for assisting with complex transportation-related questions and issues. The TL will also handle supervisor-level customer escalations on behalf of the management team as needed.

The CSTL will act as the primary liaison between CSR's and Operations. The TL will also work closely with the Transportation Officers (TO's) to help identify and develop departmental efficiencies. He/She acts as an informal leader focused on his/her own growth and development in this leadership capacity as well as contributing to that of his/her designated team. The call center's hours of operation are from 6am-7pm and TL's must be available during these hours with a possibility of staying after if needed. Schedules will be managed and modified at the Managers discretion.

  • 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 customer requests and service-failure incidents with minimum or no supervision
  • Thoroughly research and document customers concerns, and utilize current resources as needed when troubleshooting
  • Provide performance feedback and coaching on a regular basis to Part Time CSR's
  • Collaborates with management to identify training and coaching needs of the team members
  • Address any behavioral concerns
  • Share responsibility for the performance of his/her team specific to ensuring calls are handled efficiently and required metrics are met
  • Establish procedures and processes that support the department's standards and BPSDOT goals and mission
  • Support and mentor CSR's and maintain the corresponding Manager abreast of developing and coaching needs within the team
  • Conduct outreach to customers when necessary
  • Be the primary liaison between Transportation Officers/Operations and CSR"s
  • Work on all open tickets in a timely manner
  • Log and work on all Zonar, UDC, Missing, Stranded, Wrong Bus, and Accident and Incident Reports 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 CSR's on overall call flow and efficiencies.
  • Assist visitors with in-person escalated issues and assist with administrative duties
  • Visit schools and speak with BPS staff regarding any pain points, trends, and obtain feedback and suggestions
  • Having a good working relationship with various departments and schools
  • Community engagement
  • High School Diploma/ Associate's Degree Preferred
  • Minimum 1 year BPSDOT Role-based knowledge of Microsoft Office applications, 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 managers discretion)
  • Job knowledge consistent with Customer Service Reps
  • Excellent proficiency with all relevant system
  • 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 a sensitive situation
  • 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, This position subject to the City of Boston residency requirement.

Please refer to (under "Employee Benefits and Policies") for more information.

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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