Information Agent/PBX Operator

Kansas City Area Transportation Authority • Kansas City, MO

109d • $19

About The Position

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.

Requirements

• High 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.

Nice To Haves

• Knowledge of Kansas City metro streets, landmarks, and RideKC bus routes.
• Exceptional 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.
• Attention to detail when documenting information and resolving issues.
• Consistent record of attendance, punctuality, and teamwork.

Responsibilities

• Provide 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.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 101-250 employees