Senior Customer Service Representative 2

Cubic Corporation • Nashua, NH

1d • Onsite

About The Position

The Senior Customer Service Representative (CSR) provides exceptional customer services while serving as a subject matter expert and leader for the walk-in center. This role is responsible for delivering exceptional face-to-face service, managing transactions and complex or escalated inquiries, and ensuring compliance with company policies and performance standards. This role supports team performance through guidance and acting as supervisor when needed.
Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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).

Responsibilities

• Greet customers promptly and courteously using the lobby queue system to ensure a positive first impression.
• Act as supervisor in the absence of the designated supervisor, ensuring smooth operations and team support.
• Serve as a resource for team members by providing answering questions, providing guidance on challenging situations and resolving escalated inquiries promptly and effectively.
• Meet established KPI benchmarks for interaction time and transaction accuracy while monitoring team performance and coaching team members to ensure efficiency, and superior service quality, and customer experience.
• Manage all customer transactions, including payments, refunds, and settlements, with accuracy and professionalism.
• Ensure compliance with company policies, regulatory standards, and maintain accurate recordkeeping and service quality.
• Reconcile cash drawer and assigned inventory at the end of each shift; conduct weekly or monthly inventory audits as requested.
• Accurately input customer data, transactions, and related information into the system to maintain data integrity.
• Provide clear and accurate information regarding fare media and related services.
• Provide feedback to management on process improvements and assist in implementing new procedures.

Benefits

• Cubic is dedicated to providing a comprehensive employee benefits program.
• All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment.
• Cubic offers medical, dental and vision insurance, company-paid disability (company continues full pay and benefits for up to six weeks), life insurance options, critical illness and accident coverages, Flexible Spending Accounts, a pre-paid legal plan, travel accident insurance, an award-winning well-being program which includes an employer-funded lifestyle spending account, up to six weeks of paid parental leave, and a 401k Retirement Plan with a company match.
• Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and a tuition reimbursement program.
• Many locations follow a 9/80 work schedule with time-off policies to help encourage employees to take time for rest and relaxation.
• Full-time salaried employees are eligible to participate in Cubic’s flexible time-off arrangement.
• Part-time and hourly employees accrue paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly.
• Lastly, Cubic provides its employees 11 paid holidays throughout the calendar year.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed