Admin-Operations - Call Center Specialist

TRANSIT AUTHORITY OF NORTHERN KENTUCKY

POSITION DESCRIPTION

December 2024

Position Title: Call Center Specialist                                                                  Dept.

/Division:  Operations

Reports to:  Call Center Supervisor             FLSA Status:  Non-Exempt                Safety Sensitive Position: No

 

JOB SUMMARY:

The Call Center Specialist is responsible for providing excellent customer service, schedule information and other basic TANK facts and materials to the public in response to telephone and face-to-face inquiries. 

EDUCATION / EXPERIENCE REQUIREMENTS:



* High school diploma or equivalent.


* One (1) year of customer service experience.


* Strong communication and interpersonal skills.


* Demonstrates initiative.


* Demonstrates attention to detail.


* Problem solving skills.


* Ability to learn detailed schedule information about TANK bus routes.


* Ability to work cooperatively and be a team player.


* Ability to keep clear and accurate records.


* Computer experience with Word, Excel, Outlook, and internet.


* Bilingual skills a plus ($1/hour differential)

ESSENTIAL DUTIES & RESPONSIBILITIES:

 


* Responds to consumer inquiries regarding route and schedule information and provides information on TANK’s special services and various programs.


* Records all customer feedback in Customer Assistance Software.


* Able to fully utilize Chatra (chat function) on TANK website.


* Routes incoming calls to appropriate personnel.


* Mails schedules and marketing brochures requested by the public.


* Maintains bulletin board in Information Center and communicates with Dispatch regarding any detours or schedule delays.


* Processes, logs, and stores lost and found items according to TANK’s Lost and Found Policy.


* Performs clerical assignments for the Marketing Department or other Departments as needed.


* Supports Front Desk as needed including but not limited to:



* Sells fare media to customers, including phone, mail, or internet orders.


* Performs accounting and reporting/documentation functions as it relates to sales.


* Assists passengers with information on bus schedules.


* Answers incoming phone calls.


* Performs other duties as assigned.

 

PHYSICAL DEMANDS:



* Reaching by extending hands or arms in any direction.


* Dexterity required manipulating and moving objects.

Call Center Specialist

December 2024

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* Be able to enter data into a computer using a keyboard or mouse.


* Correctable ability to see written communication and input it into a computer.


* Ability to move about the office to obtain files and other projects.


* Lift and carry objects up to 30 pounds within a 50-foot radius.


* Ability to read and write in the English Language.

 
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