Senior Customer Service Representative

Cubic Corporation • Tullahoma, TN

1d • $16 - $35

About The Position

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

• 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: Full-time
• Career Level: Mid Level
• Education Level: High school or GED