Senior Customer Service Representative

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 The Senior Customer Service Representative (Senior CSR) provides advanced customer support in a high volume call center environment. In addition to handling complex customer inquiries, this role serves as an escalation point and helps ensure adherence to quality, accuracy, and performance standards. The Senior CSR contributes to process improvements, assists with training, and plays a key role in maintaining an exceptional customer experience. Essential Duties and Responsibilities Respond to customer calls promptly and professionally, delivering high quality service and resolving inquiries with minimal handoff. Handle complex or escalated customer issues, providing thorough troubleshooting and timely resolution. Support team members by providing guidance, answering procedural questions, and modeling best in class service behaviors. Process advanced customer transactions, including refunds, adjustments, settlements, and account corrections, with accuracy and adherence to compliance standards. Accurately document detailed customer interactions, case notes, and transactions to ensure complete and reliable records. Assist with training and mentoring new hires or junior CSRs, reinforcing policies, systems navigation, and service expectations. Identify recurring issues or process gaps and recommend improvements to supervisors or leadership. Maintain full compliance with company policies, regulatory requirements, and internal procedures. Consistently exceed established KPIs such as first call resolution, call quality scores, and transaction accuracy. Participate in special projects, initiatives, or pilot programs, as assigned. Background and Experience High school diploma or equivalent required. Minimum of 1–2 years of related customer service experience, preferably in a call center, retail, transportation, or other high volume service environment. Demonstrated ability to handle complex customer issues with sound judgment and professionalism. Strong communication, interpersonal, and problem solving skills; able to manage challenging interactions with tact and confidence. Proficiency with computer systems, data entry, and CRM or call center platforms. Must be able to work extended hours, weekends, or holidays as needed. ‎ Cubic Pay Range: $20.15 - $27.71 + benefits. ‎ 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. ‎ ‎ Worker Type: Employee ‎ We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law. Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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). 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. With a presence in over 60 countries and more than 5,000 employees worldwide, 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, national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: To learn more, visit Cubic.com. Follow us on LinkedIn!