Multilingual Helpline Specialist - Family Support

TrulyHired; Boston (MA); On-site; USD 42,000 - 56,000; Full time

Job summary

Boston Public Schools seeks a BPS Helpline Specialist to provide exceptional customer service by phone, email, or in person. You will work within the BPS Helpline team to answer questions, resolve issues, and guide families through district processes.

The role requires multilingual abilities, strong communication, and the ability to navigate a fast-paced, diverse environment. You will document interactions in CRM, meet service metrics, and participate in trainings and outreach as needed.

Qualifications

• Minimum of a high school diploma or HSE; 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 patience and empathy.
• Experience working with constituents from diverse backgrounds.
• Ability to multitask in a fast-paced environment.
• Current authorization to work in the United States by first day of employment.

Responsibilities

• Handle inbound/outbound calls, emails, 3-1-1 referrals, and in-person visitors with professionalism.
• Be versed on BPS policies and family-facing protocols.
• Build relationships with district contacts to support families, students, partners and others.
• Address concerns and triage constituent needs.
• Document interactions in real time using CRM.
• Meet call metrics and service level agreements daily.
• Attend staff meetings, trainings, and outreach activities.
• Support emergency response and contribute to performance reviews.
• Other duties as assigned.

Skills

Multilingual

Customer service

Verbal communication

Active listening

Diversity awareness

Education

High School Diploma or GED

Job description

Boston Public Schools seeks a BPS Helpline Specialist to provide exceptional customer service by phone, email, or in person. You will work within the BPS Helpline team to answer questions, resolve issues, and guide families through district processes.

The role requires multilingual abilities, strong communication, and the ability to navigate a fast-paced, diverse environment. You will document interactions in CRM, meet service metrics, and participate in trainings and outreach as needed.