Lead Information Specialist

LEAD INFORMATION SPECIALIST
- FULL-TIME position will be open until Friday, August 14, 2026. Pay Rate: $30.89. Six (6) Week Training Rate: $26.25/hour. Shifts are determined based on union seniority; evening and weekend work is likely. Employees in this job classification are members of the Transport Workers Union Local 171.

Under general supervision, this position represents the Authority as a customer service ambassador to the public at the Authority’s facilities and other designated locations throughout the Authority’s service area. The Lead Information Specialist performs the same duties as an Information Specialist in relation to customer service activities, including, direct and indirect delivery of service information, sales of fare products, facilitation of transportation arrangements, record keeping, and other duties.

In addition to customer service activities, this position will also provide guidance to other Call Center staff with sales, handle paratransit same day customer inquiry calls, paratransit standing order processing and monitoring, and route information. In addition to Call Center duties, this position also supports the Customer Service Officer and Mobility Services Coordinator with intake and initial application database recordkeeping.

WHEN WORKING AT TRANSIT CENTERS OR OTHER DESIGNATED SERVICE LOCATIONS

• Provides detailed information on AAATA services to the public in person, via telephone, in writing, or in print.
• Scheduling of A-Ride trips in accordance with customers desired times and the availability of service providers.
• Inputting A-Ride trip information on customers and providers into computer databases for schedule listing and retrieving listings as needed.
• Maintaining daily call logs and logs of no-shows, cancellations, and turn-downs; follow-up with customers and providers after trips have been completed.
• Maintain passenger files with necessary updates; fill in for other Information Specialists on vacation, sick leave, leaves of absence.
• Process mailings to clients, potential customers, and service providers.
• Identify and contact transportation providers as needed.
• Assists in training of Information Specialists and provides guidance to Call Center staff, as necessary.
• Register and arrange for training of eligible clients.
• Reports public comments, suggestions, or criticisms regarding AAATA and its services to the Customer Service Officer.
• Assists in the issuance of AAATA  including distributing and receiving application forms, taking pictures, and preparing cards.
• Opens and closes the information center and calls for assistance as necessary to maintain order.
• Performs general office duties as required.
• Sells or distributes various fare products.
• Maintains a cash drawer in accordance with Finance Department guidelines.
• Process and monitor A-Ride Standing Orders to ensure they are ADA compliant.
• Provide assistance and guidance for Paratransit same day customer inquiry calls.
• In the absence of the Customer Service Officer, perform first level database entry for complaints/compliments.
• In the absence of the Mobility Services Coordinator, perform initial in-take and database entry for A-Ride eligibility applications, and applicable filing following determination of eligibility.

• Constant periods of near and far visual acuity, depth perception, and field of vision.
• Constant periods of hearing and clearly speaking.
• Occasional periods of walking.
• Occasional periods of standing, squatting, climbing, kneeling, and reaching.
• Occasional lifting, carrying, pushing, and pulling of up to 10 lbs (associated with equipment, lost, and found articles, money bags, etc.).
• Fine motor skills and good eye/hand dexterity to:
  Count, sort, and otherwise handle bills, script, tokens, and change.
• Complete written documents and reports.
• Manipulate safe combinations and/or keys.
• Handle, swipe, and process credit cards.
• Take s and issue identification cards.
• Unlock/lock doors with keys, hexagonal wrenches, or toggle switches.
• Answer or make telephone calls.

• Occasional noise and frequent exposure to exhaust fumes from garage.
• Works in usual office environment.