EFFECTIVE DATE :10/5/2022

FLSA:Non-Exempt (Unionized position)

JOB TITLE: Call Center Agent

DEPARTMENT:Marketing/Customer Service

REPORTS TO:Call Center Manager

HOURLY RATE:$15.85

JOB FUNCTION:Provides information to customers primarily via telephone concerning MATA schedules, routes, fares, and special promotions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Answer telephone information calls from customers and provides information pertaining to schedules, routes, fares, special promotions, etc. Preferred experience with TTD and may periodically assist Customer Service staff.
2. Refer customers to proper departments.
3. Responsible for schedule requests.

OTHER DUTIES AND RESPONSIBILITIES:

1. Assume additional responsibilities as required.
2. Must be able to work a flexible shift Monday through Saturday, including some holidays.

MINIMUM QUALIFICATIONS:

Education:

A high school diploma or equivalent (GED).

Other:

1.Must have 3 years’ call center experience.

2.Must have good oral communication skills – ability to project professional image through telephone interaction, good listening skills, knowledgeable of network of streets in Memphis.

3.Computer skills desirable. Basic reading, writing, and math skills required.

4.Must be able to understand written and oral directions; ability to comprehend schedules and be able to learn the MATA route system within training period.

5.Must be willing to comply with MATA’s Drug and Alcohol Policy.

6.Regular and consistent attendance is required.

7.Must always comply with safety and COVID protocols.

8.Work record of current employees will be reviewed for satisfactory job performance.

Environment:

1.Extensive sitting is required while using office equipment such as computers, phones, printers, or fax machines.

2.Most work will be performed in inside working conditions but should be able to tolerate changes

inbuilding environments such as with or without air conditioning or heating.

3.May be required occasionally to move up to 15 pounds by lifting, carrying, pushing, pulling or otherwise repositioning objects.

4.Able to express or exchange ideas with others accurately and at an easily audible volume through

the use of spoken words. Able to receive detailed information through oral communication or by phone at usual speaking levels and differentiate between sounds in the environment.

5.Close visual acuity to perform detail-oriented activities as well as acuity to perform activities at or within arm’s reach with skill, control and accuracy such as preparing and analyzing data, viewing a computer screen or for significant reading of documents and other materials.

The above description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

MTM IS AN EQUAL OPPORTUNITY M/F/D/V EMPLOYER AND PROMOTES A DRUG-FREE WORKPLACE.