Senior Customer Service Representative

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JOB SUMMARY:  The Senior Customer Service Representative provides exceptional customer service while serving as a key resource for customer service processes, procedures, and issue resolution within the Walk-In Center. This role is responsible for delivering face-to-face customer service, managing transactions and complex or escalated inquiries, ensuring compliance with company policies and performance standards, and supporting team performance through guidance and operational support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet customers promptly and courteously using the lobby queue system to ensure a positive first impression.

• Support daily operations by providing team guidance, resolving escalated issues, and assisting with training and onboarding and supporting operational continuity in the supervisor's absence escalating concerns as appropriate.

• Meet established KPI benchmarks for interaction time and transaction accuracy, and customer service quality.

• Monitor team performance and provide coaching and guidance to support operational efficiency and service excellence.

• Manage customer transactions, including payments, refunds, and settlements, with accuracy and professionalism.

• Oversee daily deposits and safe security, reconcile cash and inventory at shift end, and conduct scheduled audits.

• Ensure compliance with company policies, regulatory requirements, and PII standards to protect customer privacy and maintain service quality.

• Accurately enter customer data, transactions, and related information to maintain data integrity.

• Provide clear and accurate information regarding fare media and related services.

• Provide feedback on process improvements and assist with implementing new procedures.

BACKGROUND AND EXPERIENCE:

• High school diploma or equivalent required; 1 - 2 years of experience in image review, data entry, customer service, or high-volume processing preferred.

• Strong communication, problem solving, and conflict resolution skills with the ability to handle challenging situations professionally.

• Proficiency in computer systems, data entry and CRM tools.

• Ability to manage cash transactions accurately, reconcile accounts and oversee inventory audits.

• Must be able to work extended hours, weekends, and holidays as business needs require.

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.

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Cubic Pay Range:

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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.

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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.