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Lead Customer Service Representative

Company Name:
Cubic Corporation
Answers inbound calls, as well as email and web inquiries from patrons. Inquires include questions about product set-up, changes to products, changes to form-of-payment, understanding how charges were calculated, information on the details of the program, where it is available and investigations on topics such as incorrect fare charges, travel history, broken devices, lost/stolen/damaged cards, and funds not appearing as expected. Responsible for supporting the performance of the team members, including executing necessary actions for their motivation and development. This position typically works under general supervision and direction.
Handles escalated calls, complaints, questions, and queries as necessary
Assists customers directly during peak call volumes
Mentors new Customer Service Representatives (CSRs) and provides feedback
Motivates and inspires team to surpass their potential
Meets departmental objectives, including targets - KPIs
Creates a conducive work environment for all call center employees
Analyzes performance and makes recommendations for improvement
Participates in Quality Assurance (QA) call calibrations/monitor calls
Participates with Projects as needed
Walks and monitors the floor
Communicates the company's purpose, core values, vision to the front employees
High School Diploma or equivalent plus a minimum of three years call center experience. Associate's degree preferred. Excellent analytical and listening skills. Ability to make sound decisions. Proficient in Microsoft Office. Excellent Written/Verbal communication skills. Strong knowledge of customer care techniques and processes.

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