JOB SUMMARY:
This position is responsible for providing efficient, effective, and accurate route, schedule, and other transit service related information to KCATA customers via telephone, mail, email, and/or in person. Information Agents must be able to receive, research, and record customer complaints and commendations and have the ability to utilize the Authority’s language interpretation service to assist customers with minimal English language proficiency resolve problems and assist them in securing and utilizing transit services. In addition to functioning as an Information Agent, this position is responsible for serving as the second relief PBX Operator Receptionist. This entails answering the switchboard and route calls using the PBX equipment intelligently, quickly and courteously, processing sales using the POS register and maintain inventory of bus passes and reduced fare cards, responsible for Lost and Found articles including the disposition of lost articles and associated record keeping, welcome and demonstrate excellent interpersonal skills with customers and do it in a friendly, courteous demeanor at the service window or on the phone and assign a security visitor tag to guest accessing the employee only section of the premises. To perform the job successfully, an individual should demonstrate the following competencies and abilities: 1) The ability to identify and resolve customer problems in a timely, efficient and customer oriented manner; 2) Must be competent and use reason and good judgment in handling problem situations, emotional customers and complaints; 3) Must have the ability to skillfully gather and accurately analyze information; 4) Must be competent in developing and presenting alternative solutions to customers using reason and logic; 5) Must exhibit the ability to work efficiently in a team environment; 6) Requires a consistent ability to positively manage difficult situations; and 7) Requires the ability to accurately type complaint information and data into the Hastus Complaint Database.
QUALIFICATIONS:
PHYSICAL DEMANDS:
The essential functions of this position require Information Agents to sit for extended periods of time, enunciate in a clear and concise manner; hear to process information; and use finger and hand dexterity.
The physical demands 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.
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