- The Senior Customer Service Representative (Senior CSR) provides advanced customer support in a high volume call center environment. In addition to handling complex customer inquiries, this role serves as an escalation point and helps ensure adherence to quality, accuracy, and performance standards
- The Senior CSR contributes to process improvements, assists with training, and plays a key role in maintaining an exceptional customer experience

- Respond to customer calls promptly and professionally, delivering high quality service and resolving inquiries with minimal handoff

- Handle complex or escalated customer issues, providing thorough troubleshooting and timely resolution

- Support team members by providing guidance, answering procedural questions, and modeling best in class service behaviors

- Process advanced customer transactions, including refunds, adjustments, settlements, and account corrections, with accuracy and adherence to compliance standards

- Accurately document detailed customer interactions, case notes, and transactions to ensure complete and reliable records

- Assist with training and mentoring new hires or junior CSRs, reinforcing policies, systems navigation, and service expectations

- Identify recurring issues or process gaps and recommend improvements to supervisors or leadership

- Maintain full compliance with company policies, regulatory requirements, and internal procedures

- Consistently exceed established KPIs such as first call resolution, call quality scores, and transaction accuracy

- Participate in special projects, initiatives,



or pilot programs, as assigned

Benefits

- Flexible Work Schedule: Several of Cubic’s divisions have adaptable work patterns

- Group Income Protection Insurance: Provides income in the event of long-term sickness

- Corporate Social Responsibility: Cubic aims to provide a sustainable environment and always is ahead to support community services

- You’ll have access to over 1,000 on demand e-learning courses to assist you with skill sets you can develop to enhance your career

- Want a mentor or looking to mentor others? Look no further as Cubic offers opportunities for both

- Cubic provides a tuition reimbursement program
- An IDP at Cubic will help you track your personal career goals and share them with your manager to help you keep ahead of your career

- We have a comprehensive recognition program to reward you for going the extra mile

- Employees joining the pension scheme will receive contributions from the company- Demonstrated ability to handle complex customer issues with sound judgment and professionalism

- Proficiency with computer systems, data entry, and CRM or call center platforms

- Minimum of 1–2 years of related customer service experience, preferably in a call center, retail, transportation, or other high volume service environment

- High school diploma or equivalent required

- Must be able to work extended hours, weekends, or holidays as needed

- Strong communication, interpersonal, and problem solving skills; able to manage challenging interactions with tact and confidence

📌 Senior Customer Service Representative (Burnaby)
🏢 Cubic
📍 Burnaby