Information Agent/PBX Operator

JOB SUMMARY:

This position is responsible for providing efficient, effective, and accurate route, schedule, and other transit service related information to KCATA customers via telephone, mail, email, and/or in person. Information Agents must be able to receive, research, and record customer complaints and commendations and have the ability to utilize the Authority’s language interpretation service to assist customers with minimal English language proficiency resolve problems and assist them in securing and utilizing transit services. In addition to functioning as an Information Agent, this position is responsible for serving as the second relief PBX Operator Receptionist. This entails answering the switchboard and route calls using the PBX equipment intelligently, quickly and courteously, processing sales using the POS register and maintain inventory of bus passes and reduced fare cards, responsible for Lost and Found articles including the disposition of lost articles and associated record keeping, welcome and demonstrate excellent interpersonal skills with customers and do it in a friendly, courteous demeanor at the service window or on the phone and assign a security visitor tag to guest accessing the employee only section of the premises. To perform the job successfully, an individual should demonstrate the following competencies and abilities: 1) The ability to identify and resolve customer problems in a timely, efficient and customer oriented manner; 2) Must be competent and use reason and good judgment in handling problem situations, emotional customers and complaints; 3) Must have the ability to skillfully gather and accurately analyze information; 4) Must be competent in developing and presenting alternative solutions to customers using reason and logic; 5) Must exhibit the ability to work efficiently in a team environment; 6) Requires a consistent ability to positively manage difficult situations; and 7) Requires the ability to accurately type complaint information and data into the Hastus Complaint Database.

QUALIFICATIONS:

1. Must have a documented history (minimum 2 years) of consistent customer service or call center environment experience
2. Must have a minimum of a high school diploma
3. Must have some knowledge of computer and call center technology
4. Must be able to communicate courteously, accurately, clearly and concisely with a diverse customer base.
5. The ability to handle customer inquiries via phone, in person and electronically
6. The ability to route calls to the appropriate resource
7. Be able to handle and resolve customer complaints
8. Must have some cash handling, cash register, order and application processing skills
9. Have a patient, positive, customer centered and problem resolution attitude and approach in a sometimes fast-paced environment
10. Requires extensive knowledge of the Kansas City Metro area streets and landmarks, a strong ability to read maps, locate streets, and routes and maintain an above-average knowledge of the KC Area fixed route bus service (includes KCATA, IndeBus, TheJo and Unified Government Transportation)
11. Requires the ability to accurately read, interpret, and clearly communicate route schedules, reroute instructions, pass and fare information.
12. Must have the ability to efficiently provide accurate trip plan information in a clear and customer-centered manner.
13. Requires the ability to utilize paper and electronically based route planning tools to create and communicate detailed trip plan information to Metro customers.
14. Must be detail oriented and have the ability to positively resolve customer problems in accordance to departmental guidelines, policies and procedures.
15. Requires a consistently good record of attendance and punctuality with no disciplinary action within the past twelve months.
16. Requires the ability to positively work and contribute within a team environment.
17. Must pass each of the following components of the Information Agent Test as follows: Customer Service - 90%; Coding - 70%; Typing – 45 WPM; Landmark Map - 85%; and Checking – 70%.

PHYSICAL DEMANDS:

The essential functions of this position require Information Agents to sit for extended periods of time, enunciate in a clear and concise manner; hear to process information; and use finger and hand dexterity.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.