Business Unit:

Cubic Transportation Systems Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Job Summary The Senior Customer Service Representative (Senior CSR) provides advanced customer support in a high volume call center environment. In addition to handling complex customer inquiries, this role serves as an escalation point and helps ensure adherence to quality, accuracy, and performance standards. The Senior CSR contributes to process improvements, assists with training, and plays a key role in maintaining an exceptional customer experience. Essential Duties and Responsibilities Respond to customer calls promptly and professionally, delivering high quality service and resolving inquiries with minimal handoff.\nHandle complex or escalated customer issues, providing thorough troubleshooting and timely resolution.\nSupport team members by providing guidance, answering procedural questions, and modeling best in class service behaviors.\nProcess advanced customer transactions, including refunds, adjustments, settlements, and account corrections, with accuracy and adherence to compliance standards.\nAccurately document detailed customer interactions, case notes, and transactions to ensure complete and reliable records.\nAssist with training and mentoring new hires or junior CSRs, reinforcing policies, systems navigation, and service expectations.\nIdentify recurring issues or process gaps and recommend improvements to supervisors or leadership.\nMaintain full compliance with company policies, regulatory requirements, and internal procedures.\nConsistently exceed established KPIs such as first call resolution, call quality scores, and transaction accuracy.\nParticipate in special projects, initiatives, or pilot programs, as assigned. Background and Experience High school diploma or equivalent required.\nMinimum of 1-2 years of related customer service experience, preferably in a call center, retail, transportation, or other high volume service environment.\nDemonstrated ability to handle complex customer issues with sound judgment and professionalism.\nStrong communication, interpersonal, and problem solving skills; able to manage challenging interactions with tact and confidence.\nProficiency with computer systems, data entry, and CRM or call center platforms.\nMust be able to work extended hours, weekends, or holidays as needed.

Cubic Pay Range:

$20.15 - $27.71 + benefits. The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Worker Type:

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