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Call Center Customer Service Representative Lead at Cubic Corporation

Posted in Other 30+ days ago.

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Type: Full Time
Location: Amherst, New York





Job Description:

BUSINESS UNIT:

Cubic Transportation Systems

COMPANY DETAILS:

At Cubic we re changing the way people travel to work, to school, to wherever they want or need to go, and home again. Come join our team of data experts as we build innovative technologies and leverage the latest data science techniques to tackle transportation s most pressing challenges. As a global company our work impacts the lives of millions of people around the world in cities like London, New York, Sydney, and many more. Cubic is the analytics center of excellence and we are using data to optimize transit networks, reduce road congestion, improve the travel experience, and minimize each city s carbon footprint.

You will collaborate with a diverse group of talented professionals who are as passionate about their work as you are, and are committed to delivering only the highest quality solutions. We are an agile team, and this means you re empowered to deliver the best results, have the opportunity to influence all aspects of the business, and know that each contribution you make is significant. In an industry where Cubic is a world leader, we re driving a paradigm shift in how transportation services are planned, delivered, and consumed to better meet the needs of an increasing and ever-more concentrated urban population. Don t take a backseat. Join Cubic and be instrumental in driving the future of travel.

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 Lead 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

* Manage and support Call Center processes and procedures

* Manage and adhere to Contractual Service Requirement

* Ensure 100% accuracy in processing orders

MINIMUM JOB REQUIREMENTS:

High school degree, or equivalent, plus a minimum of four year call center experience. Microsoft Office Professional proficiency required. Self-Motivated team player with a positive attitude. Must possess good time management skills. Well organized with strong follow-up 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. Ablity to type 45 wpm.

CALL CENTER IS A 24/7 ENVIRONMENT; PREFERRED CANDIDATES WILL NEED TO BE FLEXIBLE TO WORK ALL SHIFTS.

i.e. 7:00am-3:00pm, 3:00pm-11:00pm, 11:00pm-7:00am

i.e. 9:00am-5:00pm, 5:00pm-1:00am, 1:00am-9:00am

i.e. 8:00am-4:00pm, 4:00pm-12:00am, 12:00am-8:00am

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.

Cubic is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law