Admin-Operations - Special Services Coordinator

Transit Authority of Northern Kentucky; Kentucky; On-site; USD 38,000 - 52,000; Full time

Job summary

TRANSIT AUTHORITY OF NORTHERN KENTUCKY is seeking a Special Services Coordinator to administer Senior Transportation, RAMP and Medicaid programs. You will process trip requests, schedule specialized transit services, and assist operators and passengers with policy compliance.

The role requires strong communication, attention to detail, and ability to manage confidential information. Experience in inbound call centers and knowledge of dispatch software are preferred; familiarity with Medicaid

Qualifications

• High School Diploma or equivalent required.
• Minimum 6 months direct customer interaction experience.
• Strong communication and people skills.
• Excellent attention to detail.
• Strong problem-solving skills.
• Demonstrates initiative.
• Ability to work cooperatively and be a team player.
• Ability to manage confidential information and documents.
• Computer experience with Word, Excel, Outlook, and Internet.
• Inbound call center experience preferred.
• Knowledge of elderly, mobility-impaired and Medicaid transportation programs preferred.
• Knowledge of computer aided dispatch technology and/or scheduling software preferred.
• Ability to demonstrate professionalism in the work environment.
• Ability to learn TANK's Special Services programs and policies.

Responsibilities

• Electronically processes trip requests for RAMP and other Special Services using the QRyde software.
• Assists passengers in navigating through the trip scheduling and policy compliance process.
• Addresses passenger concerns and troubleshoots when problems arise with the delivery of service.
• Monitors fleet performance via computer aided dispatch technology.
• Assists operators on the road through electronic voice and data transmissions with issues that affect the performance of their duties.
• Tracks and administers TANK's No Show and Cancellation policy.
• Provides timely feedback to the Special Services Supervisor/Manager regarding service failures and/or passenger concerns.
• Produces various reports needed for data collection.
• Completes a daily review of printed primary manifest to assess feasibility of operators’ schedules and running time.
• Performs other duties as assigned.

Skills

Customer service

Communication

Problem solving

Teamwork

Detail oriented

Initiative

Confidentiality

Word Excel Outlook Internet

Call center experience

Medicaid transportation knowledge

Dispatch software knowledge

Education

High School Diploma or Equivalent

Tools

Word

Excel

Outlook

Internet

Job description

TRANSIT AUTHORITY OF NORTHERN KENTUCKY

POSITION DESCRIPTION

December 2024

Position Title: Special Services Coordinator Dept./Division: Operations

Reports to: Manager of Special Services FLSA Status: Non-Exempt Safety Sensitive Position: Yes

JOB SUMMARY:

The Special Services Coordinator administers all phases of TANK's Senior Transportation, RAMP and Medicaid programs. The Special Services Coordinator processes trip requests, completes scheduling for specialized transit services, dispatches and assists Special Services operators and passengers.

EDUCATION/EXPERIENCE REQUIREMENTS:

• High School Diploma or Equivalent.
• Minimum 6 months direct customer interaction/customer service experience.
• Strong communication and people skills.
• Excellent attention to detail.
• Strong problem-solving skills.
• Demonstrates initiative.
• Ability to work cooperatively and be a team player.
• Ability to manage confidential information and documents.
• Computer experience with Word, Excel, Outlook, and Internet.
• Experience working in an inbound call center environment preferred.
• Knowledge of elderly, mobility-impaired and Medicaid transportation programs preferred.
• Knowledge of computer aided dispatch technology and/or scheduling software preferred.
• Ability to demonstrate professionalism in the work environment.
• Ability to learn TANK's Special Services programs and policies related to each.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Electronically processes trip requests for RAMP and other Special Services using the QRyde software.
• Assists passengers in navigating through the trip scheduling and policy compliance process.
• Addresses passenger concerns and troubleshoots when problems arise with the delivery of service.
• Monitors fleet performance via computer aided dispatch technology.
• Assists operators on the road through electronic voice and data transmissions with issues that affect the performance of their duties.
• Tracks and administers TANK's No Show and Cancellation policy.
• Provides timely feedback to the Special Services Supervisor/Manager regarding service failures and/or passenger concerns.
• Produces various reports needed for data collection.
• Completes a daily review of printed primary manifest to assess feasibility of operators’ schedules and running time.
• Performs other duties as assigned.

Special Service Coordinator

December 2024

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PHYSICAL DEMANDS:

• Sitting in a normal seated position for extended periods of time.
• Reaching and extending hands and arms in various directions.
• Finger dexterity required to manipulate objects with fingers
• Correctable ability to see and hear within a normal range.
• Ability to move about the office to obtain files and other objects.
• Lift and carry objects up to 30 pounds.

LICENSE REQUIRED:

• None

SUPERVISORY RESPONSIBILITIES:

• None

INTERNAL & EXTERNAL CONTACTS

TYPE:

• Internal Staff Various
• Special Service Passengers and their Family Primary Phone

Members/Advocates

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.

11/6/2025