Join arenaflex, a leading educational institution, as we seek an experienced Customer Service and Communications Lead to join our Monitor Unit team. As a key member of our operations team, you will be responsible for providing exceptional customer service, managing office operations, and communicating effectively with various stakeholders. If you possess strong organizational skills, excellent communication skills, and a proactive approach to problem-solving, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and diverse educational institution that serves the Boston community. Our mission is to provide a high-quality education to all students, regardless of their background or circumstances. We are committed to creating a safe, inclusive, and supportive learning environment that fosters academic excellence, creativity, and personal growth. Our team is dedicated to making a positive impact on the lives of our students, families, and staff.
**Job Description**
The Customer Service and Communications Lead will work alongside the Monitor Unit Operations Coordinators to support all aspects of customer service and communications related to the Monitor Unit. The ideal candidate will possess strong customer service skills, organizational abilities, and a proactive approach to problem-solving. The successful candidate will be responsible for:
**Primary Responsibilities**
* Be the primary liaison between the Monitor 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
**Qualifications**
* 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
**Work Environment and Culture**
arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our team is dedicated to making a positive impact on the lives of our students, families, and staff. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.
**Compensation and Benefits**
arenaflex offers a competitive salary and comprehensive benefits package, including:
* Competitive salary
* Comprehensive health insurance
* Retirement plan
* Paid time off
* Professional development opportunities
* Collaborative and inclusive work environment
**How to Apply**
If you are a motivated and experienced professional who is passionate about providing exceptional customer service and communications, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and 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.