Senior Customer Service Representative 2

Cubic•Nashua, NH

2d•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.

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.