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Customer Service Lead
2 months ago
Business Unit:
Cubic Transportation Systems
Company Details:
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). Explore more on Cubic.com.
Job Details:
Job Summary:
Provides professional, knowledgeable, and courteous call support to all cardholders, patrons, and transit operators as well as support to Call Center Representatives. Individuals in this position also provide direction when a Supervisor is not available. This position typically works under general supervision and direction.
Essential Job Duties and Responsibilities:
Answers all incoming customer requests and provide accurate, satisfactory answers to their queries and concerns.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Follow all established Contact Center policies, procedures, and written/verbal instructions.
Ensures all assigned issues are updated and resolved as efficiently and as quickly as possible within the program guidelines.
Initiate outbound follow-up calls as necessary.
Maintain quality performance standard metrics.
Navigate and accurately record notes and create cases using a CRM.
Collaborate with all call center professionals to improve customer service.
Provides mentorship to new hires.
Processes web, email, and chat correspondence.
Assists with Level 1 Escalations.
Assists other team members with troubleshooting cardholder requests.
Provides mentorship to other team members.
Adheres to Contractual Service Requirements for the Transportation Authority.
Actively participates and supports training.
Minimum Job Requirements:
High school degree, or equivalent, plus two years’ experience in a Customer Service/Call Center.
Microsoft Office Professional proficiency required.
Self-Motivated team player with a positive attitude.
Must possess good time management skills.
Willing to work extended hours.
Experience using metrics to track adherence to key performance indications.
Strong verbal and written communication skills.
Strong organization skills with detail orientation.
Must demonstrate leadership skills.
Ability to multi-task. Comfortable using multiple systems to process tasks assigned.
Ability to type 45 wpm.
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