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.

LICENCES REQUIRED:

• None

SUPERVISORY RESPONSIBILITIES:

• None

INTERNAL & EXTERNAL CONTACTS: TYPE:

• General Public Various
• Internal Staff Various

This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. An incumbent may be asked to perform other duties as required.

11/4/2025