Senior Customer Service Representative

Cubic Corporation • Nashua, NH

2d • $17 - $21 • Onsite

About The Position

The Senior Customer Service Representative provides exceptional customer service while serving as a key resource for customer service processes, procedures, and issue resolution within the Walk-In Center. This role is responsible for delivering face-to-face customer service, managing transactions and complex or escalated inquiries, ensuring compliance with company policies and performance standards, and supporting team performance through guidance and operational support.

Requirements

• High school diploma or equivalent required
• 1 - 2 years of experience in image review, data entry, customer service, or high-volume processing preferred.
• Strong communication, problem solving, and conflict resolution skills with the ability to handle challenging situations professionally.
• Proficiency in computer systems, data entry and CRM tools.
• Ability to manage cash transactions accurately, reconcile accounts and oversee inventory audits.
• Must be able to work extended hours, weekends, and holidays as business needs require.

Responsibilities

• Greet customers promptly and courteously using the lobby queue system to ensure a positive first impression.
• Support daily operations by providing team guidance, resolving escalated issues, and assisting with training and onboarding and supporting operational continuity in the supervisor's absence escalating concerns as appropriate.
• Meet established KPI benchmarks for interaction time and transaction accuracy, and customer service quality.
• Monitor team performance and provide coaching and guidance to support operational efficiency and service excellence.
• Manage customer transactions, including payments, refunds, and settlements, with accuracy and professionalism.
• Oversee daily deposits and safe security, reconcile cash and inventory at shift end, and conduct scheduled audits.
• Ensure compliance with company policies, regulatory requirements, and PII standards to protect customer privacy and maintain service quality.
• Accurately enter customer data, transactions, and related information to maintain data integrity.
• Provide clear and accurate information regarding fare media and related services.
• Provide feedback on process improvements and assist with implementing new procedures.

Benefits

• health_insurance
• dental_insurance
• vision_insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED