Information Agent/PBX Operator

Job Description

Job 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.