Customer Service Representative 3 Lead

divh2Cubic Transportation Systems/h2pCubic offers an innovative opportunity to provide technology for government and commercial customers around the globe, helping to solve their future problems today. Were 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./ph3Job Title/h3pProvides 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 is not available. This position typically works under general supervision and direction./ph3Essential Job Duties and Responsibilities/h3ulliHandle escalations from CSRs./liliHandle incoming telephone calls from patrons and Transit Operators./liliAssist CSRs with troubleshooting cardholder inquiries and requests./liliAssist with coaching, training, and mentoring of CSRs./liliCovers shifts as outlined by program leadership, to include nights, weekends, and holidays./liliAd hoc Reporting/liliManage and support Call Center processes and procedures./liliManage and adhere to Contractual Service Requirements./liliEnsure 100% accuracy in processing orders./li/ulh3Minimum Job Requirements/h3ulliHigh school degree, or equivalent, plus a minimum of four years of call center experience./liliMicrosoft Office Professional proficiency is required./liliExperience using metrics to track adherence to key performance indicators./liliStrong organization skills with detail orientation./liliMust demonstrate leadership skills./liliAbility to multi-task. Comfortable using multiple systems to process tasks assigned./liliAbility to type 45 wpm./liliMust possess good time management skills. Well-organized with strong follow-up skills./liliWilling to work extended hours./li/ul/div