Customer Service Clerk II (Demand Response)

Customer Service Clerk II (Demand Response)

Salary

$19.86 - $28.07 Hourly

Location

Wichita Transit, KS

Job Type

Full-time

Job Number

Cstmr Srvc Clrk II-Dmnd Rspns

Department

Transportation

Division

TRANSIT Van Operators

Opening Date

08/12/2026

Closing Date

8/19/2026 11:59 PM Central

Bargaining Unit

1000

• Description
• Benefits
• Questions

The City of Wichita is NOT an E-Verify Employer.

Distinguishing Features of Work

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:

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

CITY OF WICHITA

FULL-TIME EMPLOYEE BENEFITS

1. VACATION - Most employees with less than five years employment earn 10 days of vacation per year. After five years, accrual rates increase at varying rates to varying maximums, depending on work schedule and/or union representation. Employees can accumulate and carry forward up to 240 hours each year.

2. HOLIDAYS - There are eleven paid holidays. Employees also receive one Personal Holiday that is granted after the first six months of employment.

3. SICK LEAVE - Sick leave accrual begins at one-half day per month. After five years, sick leave accruals are one work day per month. Employees can accumulate and carry forward all unused sick leave each year. Employees who use 24 hours (3 days) or less of sick leave in a calendar year earn a "Well Day." An additional "Well Day" can be earned following a year of perfect attendance.

4. HEALTH INSURANCE - UMR / United Healthcare provides two levels of medical and prescription drug plans. Both medical plan are PPOs and do not require selecting a physician or referrals for specialty care. Both medical plans include Teladoc virtual care (primary care/mental health benefits at no charge), Dario healthy living programs, and VSP Vision benefits. Pre-tax premium deductions are offered. The City contributes 80% of the premium cost towards medical, prescription drug and vision insurance.

5. DENTAL INSURANCE - Two Delta Dental plans are offered - Preferred and Traditional. The Delta Preferred plan requires using a dentist from a smaller network for a lower premium. The Delta Traditional plan allows use of any dentist, although benefits are higher using a dentist from the large Delta network. Benefits under both plans are the same (with the exception of some Orthodontic benefits) Pre-tax premium deductions are offered.

6.LIFE INSURANCE - Low-cost voluntary term life insurance is available. Employees pay one-third of the cost. The amount of Basic Life coverage is two times annual pay up to a determined maximum amount. Dependent coverage is available at $20,000 spouse / $10,000 child(ren) for an additional $0.14 per pay period. Accidental death and dismemberment coverage is included. The plan is through MetLife.

7.SUPPLEMENTAL LIFE - Additional voluntary employee-paid term life insurance is available from MetLife at low group rates. Participation in Basic Life is required. The Life Insurance plans are portable.

8. LONG-TERM DISABILITY INSURANCE- The voluntary employee-paid group disability plan from MetLife provides 60% of pre-disability income for injury or health related disabilities. Premiums are determined by income and age.

9.VOLUNTARY ACCIDENTAL DEATH & DISMEMBERMENT - Voluntary employee-paid AD&D from MetLife offers coverage for accidental death and dismemberment.

10.RETIREMENT - The City offers two retirement plans - Wichita Employees (WER) Plan 3, and Commissioned Police & Fire Plan C-79. The WER plan is a defined contribution plan; Police & Fire is a defined benefit plan. Both are contributory - employees and the City share the cost.

11.FLEXIBLE SPENDING ACCOUNTS - Employees may elect to make FSA pre-tax deductions for dependent care and/or unreimbursed medical expenses, reducing the cost of these expenses by eliminating taxes on the amount deducted.

12. LONG-TERM CARE INSURANCE - This plan from UNUM offers facility and home care benefits for employees, spouses, and some other family members. Several options for benefit amount and duration, and specific plan features, are available.

13.MORE BENEFITS & SERVICES

Deferred Compensation Investment Program

Employee Discounts and Wichita Employee Association (WEA)

Bereavement Pay

Employee Emergency Assistance Fund

Voluntary Shared Leave Program

Training Programs

Longevity Pay

Credit Union

Employee Assistance Program (EAP)

Injury Leave (on-job injury)

Community Volunteer Events

01

The following validates my highest level of education...

• Some High School
• High School/GED
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate/JD

02

I have the following years of experience in customer service, dispatch, scheduling, transportation operations, or administrative support.

• Less than 1 year of experience
• 2 to 3 years of experience
• 4 to 5 years of experience
• +6 years of experience
• I do not have experience in customer service, dispatch, scheduling, transportation operations, or administrative support.

03

I have following years of experience working with public transportation, demand response services, or ADA paratransit programs preferred.

• Less than 1 year experience
• 2 to 3 years of experience
• 4 to 5 years of experience
• +6 years of experience
• I do not have any experience working with public transportation, demand response services, or ADA paratransit programs preferred.

04

Do you have a valid drivers license.

• Yes
• No

05

I am legally authorized to work in the United States without sponsorship.

• Yes
• No

Required Question

Employer City of Wichita

Address 455 N. Main

Wichita, Kansas, 67202

Phone 316-268-4531

Website https://www.governmentjobs.com/careers/wichita