JOB TITLE: Transit Support Specialist
DEPARTMENT: Administration
REPORTS TO: Transit Support Supervisor
SALARY: $19.21 Hourly
CLASSIFICATION: Non-Exempt
SCHEDULE: Varies
DATE POSTED: 08/19/2026
Applicants are encouraged to apply by 09/03/2026. Applications received after this date may not be considered.
JOB DESCRIPTION:
Assist customers and visitors of KAT, either at the Customer Service Counter or by phone in the Transit Support Office. Provide accurate information about KAT’s many services in a friendly and respectable manner.
Veteran Commitment Statement:
We proudly hire Veterans and value the dedication, discipline, and leadership they bring to our workforce. We encourage Veterans and transitioning service members to apply and are committed to supporting their continued career growth in the civilian workforce.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
This position emphasizes customer-focused community service.
– 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 keeping our fleet safe and on-time as our operator’s service ADA clients in the Knoxville Area.
– Consistently demonstrate the following customer service attributes:
– Positive people-first attitude.
– Patience to actively listen.
– Repeat back what the customer has told you.
– Confirm that you correctly heard their concern.
– Professionalism.
– Empathy by putting yourself in their position.
– Communicate clearly.
– Update accounts/add money to customer accounts.
– Process photo IDs.
– Open and close Customer Service Counter.
– Possess strong knowledge of KAT bus routes.
– May be asked to calculate and/or enter data/information for reports, applications, or customer feedback.
– Willingness and ability to learn and use new technology.
Perform other duties as requested.
MINIMUM REQUIREMENTS:
Must be 18 years of age or older.
Education and Experience
High school diploma or equivalent.
A minimum of two (2) years of customer service experience in an office environment.
Military experience may be accepted in lieu of equivalent experience or education.
Knowledge, Skills, and Abilities
– Prior computer experience with basic knowledge of Microsoft Word and Excel.
– Thorough knowledge of City of Knoxville’s street systems, basic traffic patterns and locations, and effects of weather on street conditions.
– Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members or 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 is exists.
– Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS:
The physical demands described here 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.
– The employee is routinely required to sit; and use hands and arms to handle, feel, or reach for objects. Frequent activities include reaching with hands and arms.
– The employee may experience repetitive motion of wrists, hands, and/or fingers.
– The employee may occasionally lift and/or move up to ten pounds.
– The employee must be able to understand and communicate instructions to passengers and operators.
– Specific vision abilities are required, including close vision, peripheral vision, and the ability to focus.
– 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 generally quiet, but can occasionally be loud.
Work is performed in an office setting.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
