What are the responsibilities and job description for the Information Agent/PBX Operator position at Kansas City Area Transportation Authority?
Information Agent/PBX 1st Relief
Work Hours 8:00am-5:00pm Monday through Friday (Occasional Holidays)
Starting Hourly Salary $20.495 per hour
Job Summary
The Call Center Agent provides efficient, accurate, and customer-focused transit information for RideKC services (KCATA, Johnson County, Independence, and Unified Government). Agents assist customers by phone, email, mail, and in person, ensuring a positive experience while resolving questions, complaints, and service concerns.
Key Responsibilities
- Provide route, schedule, fare, and trip-planning information.
- Operate the switchboard; answer PBX calls clearly and professionally.
- Assist customers with Lost & Found inquiries during duty hours.
- Sell and maintain inventory of passes and reduced fare cards; balance and account for funds received.
- Receive, research, and record customer complaints and commendations.
- Utilize translation services to support customers with limited English proficiency.
- Enter complaint data accurately into Trapeze (COM); navigate HASTUS and TransitMaster systems.
- Collaborate effectively with team members in a fast-paced call center environment.
Skills & Competencies
- Exceptional customer service and conflict-resolution skills.
- Ability to identify and resolve customer problems quickly and professionally.
- Patience and professionalism when assisting emotional or upset customers.
- Strong communication skills with diverse populations.
- Ability to gather, analyze, and present information clearly.
- Knowledge of Kansas City metro streets, landmarks, and RideKC bus routes.
- Ability to read maps, interpret route schedules, and explain reroute instructions.
- Attention to detail when documenting information and resolving issues.
- Consistent record of attendance, punctuality, and teamwork.
Qualifications
- High school diploma or GED required.
- Documented history of outstanding customer service performance.
- Ability to type accurately while managing live calls.
- Must pass testing in customer service, typing, KC area knowledge, and listening skills.
- Ability to sit for extended periods, speak clearly, and use hand/finger dexterity.
Additional Information
- This position requires flexibility to support customers across multiple service areas.
Salary : $21