JOB DESCRIPTION:
Transit Support Specialist is responsible for learning and understanding the entire front-end process to ensure successful service for our customers. The Transit Support Specialist works in a fast-paced environment answering calls, booking paratransit appointments, Dispatching, in-person communication with customers at our customer service window selling passes, etc. Transit Support Specialist should be educated on ADA guideline and their responsibility when applicable.
Job Duties:
• Develop and maintain a working knowledge of current services offered by the company.
• Answer all calls promptly, in adherence to their goals.
• Document all call information according to standard operating procedures
• Answer questions about paratransit services, general route time and schedules, and other information as necessary based on customer call needs.
• Process LIFT applications, Route planning, Making sure you are up to date on daily changes. 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 by keeping our fleet safe and on time as our operator service ADA clients in the Knoxville area.
• Must have a 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
• 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
– Clear communication
– Update accounts/add money to customer accounts
– Process photo IDs
– Open and close Customer Service Counter
• Perform other duties as assigned and requested
EDUCATION/EXPERIENCE:
• Graduation from an accredited high school or possess a GED certificate.
• Prior computer experience with basic knowledge of Microsoft Word and Excel.
• Thorough knowledge of City of Knoxville street systems, basic traffic patterns and locations, and effects of weather on street conditions.
MINIMUM REQUIREMENTS:
• 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 limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Bi-lingual is preferred, but not a requirement
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, hands and/or fingers.
• The employee must occasionally lift and/or move up to twenty 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.
SALARY:
• $18.00 / hour.
• Excellent benefits package (click below for details)
All interested candidates are encouraged to contact Harold Wilson at hwilson@katbus.com by June 21, 2024 to apply.
