Experienced Customer Service and Communications Lead – Monitor Unit Operations

We are seeking a highly skilled and customer-focused professional to join our team as the Monitor Unit Customer Service and Communications Lead at arenaflex. As a key member of our operations team, you will play a vital role in providing exceptional customer service and communication support to our stakeholders, including parents, guardians, school staff, and bus monitors. If you possess strong organizational skills, excellent communication abilities, and a proactive approach to problem-solving, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading organization dedicated to providing high-quality educational services to our community. Our mission is to ensure that every student receives a world-class education, and we are committed to fostering a culture of excellence, equity, and inclusivity. As a team member at arenaflex, you will have the opportunity to make a meaningful impact on the lives of our students, families, and staff.

Job Summary

The Monitor Unit Customer Service and Communications Lead will work closely with the Monitor Unit Operations Coordinators to provide comprehensive customer service and communication support to our stakeholders. This role requires a high level of organizational skills, excellent communication abilities, and a proactive approach to problem-solving. The ideal candidate will possess a strong customer service background, with experience in office management and communication.

Key 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 work environment that is inclusive, equitable, and supportive of all employees.

• We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.
• Our team is dedicated to providing exceptional customer service and communication support to our stakeholders.
• We value diversity, equity, and inclusion, and strive to create a workplace that reflects the diversity of our community.

Compensation and Benefits

* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.

• We also offer a comprehensive training program, including professional development opportunities and mentorship.

How to Apply

If you are a motivated and customer-focused professional who is passionate about providing exceptional service to our stakeholders, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a 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. arenaflex does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to work or learn. If you require an accommodation pursuant to the ADA for the application process, please contact the Accommodations Unit at [insert contact information]. Apply for this job