Senior Customer Service Representative

Cubic Corporation • Tullahoma, TN

10d

About The Position

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.

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.

Responsibilities

• 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.

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: Entry Level
• Education Level: High school or GED