Customer Service Representative

Cubic; Fort Washington (Montgomery County); On-site; USD 23,000 - 26,000; Full time

Job summary

Cubic Transportation Systems in the United States is seeking a Customer Service Representative (CSR) to be the primary contact for customers in a call center environment. The role focuses on delivering excellent service, processing transactions, and ensuring accurate data entry while adhering to company policies and performance metrics.

Responsibilities include answering calls promptly, handling payments and refunds, documenting interactions, troubleshooting issues, and guiding customers on

Qualifications

• High school diploma or equivalent required.
• Customer service experience in call center/high-volume settings preferred.
• Strong communication and interpersonal skills.
• Proficient with computer systems and data entry; CRM experience is a plus.
• Ability to work extended hours, weekends or holidays.

Responsibilities

• Respond to incoming customer calls promptly and courteously.
• Process payments, refunds and account updates accurately.
• Document interactions and transactions in the system to maintain data integrity.
• Troubleshoot issues and escalate complex cases as needed.
• Provide information on products, fare media, and services.
• Ensure compliance with policies and regulatory requirements.
• Meet KPIs like call handling time and first-call resolution.

Skills

Customer service

Communication

Data entry

CRM experience

Call center software

Education

High school diploma or equivalent

Tools

CRM systems

Call center software

Job description

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 Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This role is responsible for delivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics.

Essential Duties and Responsibilities

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
• Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism.
• Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity.
• Address customer questions, troubleshoot issues, and escaltate complex cases when necessary to ensure timely and effective resolution.
• Provide clear and accurate information regarding products, fare media, programs, and related services.
• Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping.
• Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality.

Background and Experience

• High school diploma or equivalent required.
• Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred.
• Strong communication, problem-solving, and interpersonal skills with the ability to manage challenging situations professionally.
• Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus.
• Availability to work extended hours, weekends, or holidays based on business needs.

Cubic Pay Range:

$17.00 - $19.00 + benefits.

Worker Type:

Employee

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

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.

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.