Customer Service Representative III

Overview

The Customer Service Representative III (CSR III) serves as a senior-level subject matter expert within the STR Program. This role is responsible for resolving complex customer and vendor issues, managing escalations, conducting in-depth system research, and supporting leadership in quality control and performance improvement initiatives. The CSR III operates with a high level of independence and plays a critical role in ensuring service excellence and operational efficiency.

Minimum Qualifications

• Associate’s degree preferred; significant relevant experience may be substituted in lieu of formal education
• 5–7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordination
• Advanced proficiency in Microsoft Excel and data analysis
• Strong analytical skills and problem resolution capabilities
• Advanced experience researching billing and account issues, preferably within STR-related systems
• Strong written and verbal communication skills
• Demonstrated ability to operate independently and adapt to evolving program requirements

Responsibilities

• Resolve complex customer and vendor inquiries, including escalated issues requiring detailed analysis
• Perform advanced research on billing discrepancies, account issues, and transaction histories using internal and STR-related systems
• Serve as a subject matter expert (SME) for STR program processes, policies, and systems
• Support escalation management by identifying root causes and driving timely resolution
• Assist leadership with quality assurance, audits, and performance improvement initiatives
• Provide mentorship and guidance to CSR I and CSR II team members
• Analyze operational trends and recommend process improvements to enhance service delivery
• Ensure compliance with program requirements, federal standards, and internal policies
• Maintain accurate documentation of complex cases, resolutions, and process updates
• Collaborate with cross-functional teams to address systemic issues and improve overall efficiency

We will never send communications through any other domain, including @Priwilscareers.com, @gmail.com [email protected] ). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Priwils employee, please contact us at [email protected]