Information Agent/PBX Operator

Information Agent/PBX 1st ReliefWork Hours 8:00am-5:00pm Monday through Friday (Occasional Holidays)Starting Hourly Salary $20.495 per hourJob 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 ResponsibilitiesProvide 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 & CompetenciesExceptional 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.

QualificationsHigh 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 InformationThis position requires flexibility to support customers across multiple service areas.