Customer Service Clerk II (Demand Response)

Customer Service Clerk II

This Customer Service Clerk II is responsible for clerical and specialized customer service and operational support duties for Wichita Transit's demand response and ADA paratransit services. This position is primarily responsible for scheduling trips, coordinating transportation requests, and supporting dispatch operations to ensure safe, efficient, and compliant service delivery. The role requires frequent communication with passengers, drivers, and operations staff while ensuring trips are scheduled and provided in accordance with Americans with Disabilities Act (ADA) paratransit regulations, department policies, and service standards.

Workdays and Hours: Monday - Friday, 8 AM to 5 PM, evenings and weekends as needed Bargaining Unit: Employees Council Posting may close at any time

Examples of Work Performed

• Receive and process trip requests, cancellations, modifications, and service inquiries.
• Schedule and update transportation trips for eligible riders using transit scheduling systems for ADA paratransit and demand response services.
• Enter, update, and maintain accurate trip and rider information in scheduling and dispatch software to ensure trips are scheduled and delivered in compliance with ADA complementary paratransit requirements and department policies.
• Monitor service operations and support dispatch activities using a two-way radio.
• Communicate schedule updates, service delays, and operational changes
• Coordinate trip assignments and assist with route adjustments to maintain on-time performance and operational efficiency.
• Provide courteous, professional, and accessible customer service
• Provide information to the public regarding transit services, eligibility requirements, service areas, and scheduling procedures.
• Document service issues, operational events, and rider concerns in accordance with departmental procedures.
• Assist drivers and operations staff in resolving service disruptions such as missed trips, scheduling conflicts, or passenger concerns.
• Maintain confidentiality of rider information in accordance with applicable policies and regulations.
• Perform related administrative and operational support duties as assigned.

Requirements of Work

• Knowledge of customer service principles and telephone communication practices.
• Ability to communicate clearly and professionally.
• Ability to manage multiple tasks in a fast-paced operations environment.
• Ability to use scheduling, dispatch, and data entry software systems.
• Ability to interpret transit service policies, scheduling guidelines, and service boundaries.
• Strong organizational skills and attention to detail.
• Ability to remain calm and exercise sound judgment during service disruptions or high call volumes.
• May require ability to use or learn to use a two-way radio
• May require ability to develop and use spreadsheets involving basic mathematical and statistical operations

Experience and Training

Required Experience and Training

• High School Diploma
• Two (2) years of experience in customer service, dispatch, scheduling, transportation operations, or administrative support.
• A valid driver's license.
• Must be legally authorized to work in the United States without the need for sponsorship.
• Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.

Preferred Experience and Training

• Two (2) years of experience working with public transportation, demand response services, or ADA paratransit programs

Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.

Applicants have rights under Federal Employment Laws. Please find more information under the following links:

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