Admin-Operations - Call Center Specialist

Transit Authority of Northern Kentucky; Fort Wright (KY); On-site; USD 21,000 - 29,000; Full time

Job summary

Transit Authority of Northern Kentucky is seeking a detail-oriented Call Center Specialist for the Operations department. This role handles route inquiries, schedules, and public information both by phone and in person.

You will log feedback, utilize the Chatra chat function on the website, and assist with mailings and front-desk duties as needed. Strong communication and a service mindset are essential.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of customer service experience.
• Strong communication and interpersonal skills.
• Ability to learn detailed schedule information.
• Ability to work cooperatively and be a team player.
• Proficiency with Word, Excel, Outlook and internet.

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.

Skills

One year of customer service

Strong communication skills

Interpersonal skills

Attention to detail

Team player

Keyboard/data entry

Education

High school diploma or equivalent

Tools

Word

Excel

Outlook

Internet

Job description

Admin-Operations - Call Center Specialist

Transit Authority of Northern Kentucky, 3375 Madison Pike, Ft Wright, Kentucky, United States of America

Job Description

Posted Saturday, August 15, 2026 at 4:00 AM

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.
• 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.

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

Page 2 of 2

• 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

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.

Transit Authority of Northern Kentucky, 3375 Madison Pike, Ft Wright, Kentucky, United States of America