Senior Customer Service Representative

Cubic Corporation•Fort Washington, PA

18h•Onsite

About The Position

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). 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.

Requirements

High school diploma or equivalent required.
Minimum of 1–2 years of related customer service experience, preferably in a call center, retail, transportation, or other high volume service environment.
Demonstrated ability to handle complex customer issues with sound judgment and professionalism.
Strong communication, interpersonal, and problem solving skills; able to manage challenging interactions with tact and confidence.
Proficiency with computer systems, data entry, and CRM or call center platforms.
Must be able to work extended hours, weekends, or holidays as needed.

Responsibilities

Respond to customer calls promptly and professionally, delivering high quality service and resolving inquiries with minimal handoff.
Handle complex or escalated customer issues, providing thorough troubleshooting and timely resolution.
Support team members by providing guidance, answering procedural questions, and modeling best in class service behaviors.
Process advanced customer transactions, including refunds, adjustments, settlements, and account corrections, with accuracy and adherence to compliance standards.
Accurately document detailed customer interactions, case notes, and transactions to ensure complete and reliable records.
Assist with training and mentoring new hires or junior CSRs, reinforcing policies, systems navigation, and service expectations.
Identify recurring issues or process gaps and recommend improvements to supervisors or leadership.
Maintain full compliance with company policies, regulatory requirements, and internal procedures.
Consistently exceed established KPIs such as first call resolution, call quality scores, and transaction accuracy.
Participate in special projects, initiatives, or pilot programs, as assigned.

Benefits

medical insurance
dental insurance
vision insurance
company-paid disability (company continues full pay and benefits for up to six weeks)
life insurance options
critical illness coverages
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
a 401k Retirement Plan with a company match
backup childcare
pet care
pet insurance
virtual tutoring
a tuition reimbursement program
9/80 work schedule (Many locations follow)
flexible time-off arrangement (Full-time salaried employees)
paid time-off (PTO)/Sick leave (Part-time and hourly employees accrue at a rate of 5.23 hours bi-weekly)
11 paid holidays throughout the calendar year