Information Agent/PBX Operator at Kansas City Area Transportation Authority

Kansas City, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jul, 26

Salary

20.495

Posted On

10 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Conflict resolution, Switchboard operation, Data entry, Problem solving, Communication, Map reading, Schedule interpretation, Attention to detail, Typing, Listening skills, Transit information, Complaint resolution, Inventory management

Industry

Government Administration

Description

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.

Responsibilities

The Information Agent provides accurate transit information and customer support via phone, email, and in-person interactions. They are responsible for operating the switchboard, managing lost and found inquiries, and maintaining accurate records of customer complaints and service data.