Customer Service Representative 3 Lead

5 days ago

Amherst, Massachusetts, United States Cubic Corporation Full time $60,000 - $90,000 per year
Business Unit:Cubic Transportation SystemsCompany Details:Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We're the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.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 or is not available.  This position typically works under general supervision and direction.

Essential Job Duties and Responsibilities:

  • Handle escalations from CSRs.
  • Handle incoming telephone calls from patrons and Transit Operators.
  • Assist CSRs with troubleshooting cardholder inquiries and requests.
  • Assist with coaching, training, and mentoring of CSRs.
  • Covers shifts as outlined by program leadership, to include nights, weekends, and holidays.
  • Ad hoc Reporting
  • Manage and support Call Center processes and procedures.
  • Manage and adhere to Contractual Service Requirements.
  • Ensure 100% accuracy in processing orders.

Minimum Job Requirements:

  • High school degree, or equivalent, plus a minimum of four years of call center experience. 
  • Microsoft Office Professional proficiency is required. 
  • Experience using metrics to track adherence to key performance indications.
  • 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. 
  • Must possess good time management skills. Well-organized with strong follow-up skills. 
  • Willing to work extended hours. 

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements.  Duties, responsibilities and requirements may change over time and according to business need.

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Cubic Pay Range:

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The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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Worker Type:Employee

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