JOB TITLE: Lead Transit Support Specialist
SUPERVISOR: Transit Support Specialist Manager
JOB DESCRIPTION: Oversees and monitors the operations and performance of the Transit Support Department. Assist customers and visitors of KAT, either at the Customer Service Counter or by phone. Provide accurate information about KAT’s many services in a friendly and respectable manner. And training other TSS agents to do the same.
ESSENTIAL FUNCTIONS:
- This position supervises and emphasizes customer-focused community service and training. Closely working with TSS Agents ensuring the accurate training of the staff.
- Provide regular route information and respond politely and quickly with accurate information both, in-person and on the phone.
- Make reservations and enter data related to passenger trip requests and customer comments and complaints.
- Dispatch Ecolane timely to ensure operators are on-time when servicing our ADA clients to their various appointments.
- Ensure excellence in customer service.
- Responsible for opening and closing customer service and ensuring TSS agents are confidently trained.
- Responsible for keeping Paratransit clients’ accounts updated and maintained for trips scheduled.
- Handle bulk ticket orders, creating invoices, and keep great relationships with vendors
- Responsible for logging, managing, and organizing lost and found items
- Provide training and teaching in the implementation of the newly innovative software systems such as Masabi, Justride and Partner portal.
- Resolve complaints and concerns in Customer Service and Transit Support
- Prepare and maintain daily and monthly reports, applications, or customer feedback.
- Willingness and ability to learn and use new technology.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to present information to KAT management, public groups, and/or boards of directors.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only a limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Performs other duties to ensure the efficient functioning of the Transit Support Department.
WORK SCHEDULE:
Ranges from Monday-Friday 4:45 am-6:00 pm, Saturday 5:45 am – 8:30 pm, and Sunday 7:45 am – 5:00 pm. Hours may vary based on the need for coverage, including some early mornings, late evenings, weekends, and occasional holiday hours.
EDUCATION/EXPERIENCE:
- High school diploma, GED, or equivalent. Associate or bachelor’s degree preferred.
- Possess an advanced level of computer skills and knowledge of Microsoft Office and a willingness to learn new technologies and software applications.
- Ability to effectively communicate with all levels of the organization and the public through written and oral communication methods
- Thorough knowledge of City of Knoxville street systems, basic traffic patterns and locations, and effects of weather on street conditions.
PHYSICAL DEMANDS:
The employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand, walk, and climb. The employee may experience repetitive motion of wrists, hand and/or fingers.
The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to focus.
The employee must be able to understand and communicate instructions to passengers and operators. The employee must be able to hear normal conversation in person and through a telephone device and be able to orally communicate in person and through telephone and radio equipment with reasonable clarity.
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate.
Inside office conditions with moderate work pace pressure.
All interested candidates are encouraged to apply no later than Friday, April 18, 2025.
