Senior Customer Service Representative

📋 Description

• • Join Cubic Corporation, a global leader in transportation and defense technology, as a Senior Customer Service Representative and play a pivotal role in shaping exceptional customer experiences. In this dynamic, high-volume call center environment, you will be the frontline of support, addressing complex customer inquiries and ensuring seamless resolution.
• • As a Senior CSR, your primary responsibility will be to provide advanced customer support, acting as a crucial escalation point for challenging issues. You will be empowered to resolve customer concerns with minimal handoffs, demonstrating a deep understanding of our products and services.
• • You will be expected to respond to customer calls promptly and professionally, consistently delivering high-quality service. Your ability to troubleshoot effectively and provide timely resolutions will be key to maintaining customer satisfaction and loyalty.
• • A significant aspect of this role involves supporting your team members. You will serve as a go-to resource, offering guidance, answering procedural questions, and modeling best-in-class customer service behaviors to foster a collaborative and high-performing team environment.
• • The Senior CSR will expertly process advanced customer transactions, including refunds, adjustments, settlements, and account corrections. Accuracy and strict adherence to compliance standards will be paramount in all financial and account-related activities.
• • Meticulous documentation is essential. You will accurately record detailed customer interactions, case notes, and transaction histories, ensuring that all records are complete, reliable, and easily accessible for future reference and analysis.
• • You will contribute to the development of our customer service team by assisting with the training and mentoring of new hires and junior CSRs. This includes reinforcing company policies, guiding them through system navigation, and instilling our high service expectations.
• • A proactive approach to problem-solving is highly valued. You will be encouraged to identify recurring issues or process gaps and to recommend actionable improvements to supervisors and leadership, driving continuous enhancement of our customer service operations.
• • Maintaining full compliance with all company policies, regulatory requirements, and internal procedures is non-negotiable. Your commitment to these standards ensures the integrity and trustworthiness of our customer interactions.
• • You will be challenged to consistently exceed established Key Performance Indicators (KPIs), such as first-call resolution rates, call quality scores, and transaction accuracy, demonstrating your dedication to excellence.
• • This role may also involve participation in special projects, strategic initiatives, or pilot programs, offering opportunities to contribute to broader company objectives and gain diverse experience.
• • Cubic Corporation is committed to creating technology solutions that simplify daily journeys and enhance safety. By joining our team, you will be part of an innovative company that makes a tangible difference in people's lives.
• • The Senior Customer Service Representative position requires a high school diploma or equivalent, coupled with a minimum of 1-2 years of relevant customer service experience, ideally within a call center, retail, or transportation-related high-volume service setting.
• • A proven ability to manage complex customer issues with sound judgment and unwavering professionalism is essential. You must be adept at de-escalating tense situations and finding satisfactory resolutions.
• • Strong communication, interpersonal, and problem-solving skills are critical. You should be comfortable managing challenging interactions with tact, confidence, and empathy.
• • Proficiency with computer systems, data entry, and customer relationship management (CRM) or call center platforms is a must. You should be able to quickly learn and navigate new software.
• • Flexibility is key, as the role may require working extended hours, weekends, or holidays to meet business needs and ensure continuous customer support.
• • This role offers a competitive pay range of $16.15 - $35.00 per hour, plus comprehensive benefits, reflecting our commitment to valuing our employees.