Lead Customer Service Representative 3
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POST DATE 9/15/2016
END DATE 11/7/2016
2020 Cubic Transportation Systems, Inc.
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.
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 one year call center experience. Able to type 45 wpm. 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
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.rEQUISITION