Helpline Specialist: Multilingual Customer Advocate

Boston Public Schools; Boston (MA); On-site; USD 35,000 - 59,000; Full time

Job summary

Boston Public Schools is seeking a BPS Helpline Specialist to serve as the primary contact for families, students and the community, handling calls, emails and in-person inquiries with empathy and accuracy.

The role requires multilingual capability, strong listening and writing skills, and the ability to navigate district policies while maintaining high service standards. This is a fulltime onsite position reporting to the Director of BPS Helpline.

Qualifications

• Minimum of a high school diploma or High School Equivalency (HSE) credential (prior customer service experience may be substituted)
• Multilingual; fluent in English and one or more languages listed
• Strong phone and verbal communication skills
• Strong active listening skills, with demonstrated patience and empathy
• Experience working with constituents from diverse backgrounds and needs
• Collaborative focus on work, while able to work independently and manage time
• Strong writing skills with clarity and brevity
• Ability to multitask in a fast-paced environment
• Current authorization to work in the United States by first day of employment

Responsibilities

• Manage a heavy volume of inbound and outbound calls, emails, 3-1-1 referrals and potentially in-person visitors
• Be well-versed on all aspects of BPS, especially family-facing protocols and policies
• Build relationships with various BPS department contacts and school leaders to support services
• Address concerns, triage needs, provide information and research complex issues
• Document interactions in real time using the CRM system
• Meet call metrics and service level agreements daily
• Attend staff meetings, trainings and outreach activities
• Support incidents as part of emergency response protocols

Skills

Multilingual

Strong phone & verbal communication

Active listening

Excellent writing skills

Ability to multitask

Team collaboration

Adaptable problem solving

US work authorization

Education

High school diploma or HSE

Tools

CRM software

Job description

Boston Public Schools is seeking a BPS Helpline Specialist to serve as the primary contact for families, students and the community, handling calls, emails and in-person inquiries with empathy and accuracy.

The role requires multilingual capability, strong listening and writing skills, and the ability to navigate district policies while maintaining high service standards. This is a fulltime onsite position reporting to the Director of BPS Helpline.