Cubic Corporation

Senior Customer Service Representative

Cubic Corporation

full-time

Posted on:

Location Type: Office

Location: Concord • New Hampshire • United States

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Job Level

Senior

About the role

  • The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment.
  • This role is responsible for delivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics.
  • Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
  • Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism.
  • Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity.
  • Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution.
  • Provide clear and accurate information regarding products, fare media, programs, and related services.
  • Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping.
  • Meet or exceed established KPIs , including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality.

Requirements

  • High school diploma or equivalent required.
  • Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred.
  • Strong communication, problem-solving, and interpersonal skills with the ability to manage challenging situations professionally.
  • Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus.
  • Availability to work extended hours, weekends, or holidays based on business needs.
Benefits
  • 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
  • 401k Retirement Plan with a company match
  • backup childcare
  • pet care
  • pet insurance
  • virtual tutoring
  • tuition reimbursement program
  • 9/80 work schedule with time-off policies
  • flexible time-off arrangement
  • paid time-off (PTO)/Sick leave accrued at a rate of 5.23 hours bi-weekly
  • 11 paid holidays throughout the calendar year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data entrytransaction processingcall handlingfirst-call resolutiontransaction accuracy
Soft Skills
communicationproblem-solvinginterpersonal skillsprofessionalism
Certifications
high school diploma