Customer Service Representative III
Priwils
- Chicago, Illinois, United States
- Chicago, Illinois, United States
About
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 education5-7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordinationAdvanced proficiency in Microsoft Excel and data analysisStrong analytical skills and problem resolution capabilitiesAdvanced experience researching billing and account issues, preferably within STR-related systemsStrong written and verbal communication skillsDemonstrated ability to operate independently and adapt to evolving program requirementsResponsibilities
Resolve complex customer and vendor inquiries, including escalated issues requiring detailed analysisPerform advanced research on billing discrepancies, account issues, and transaction histories using internal and STR-related systemsServe as a subject matter expert (SME) for STR program processes, policies, and systemsSupport escalation management by identifying root causes and driving timely resolutionAssist leadership with quality assurance, audits, and performance improvement initiativesProvide mentorship and guidance to CSR I and CSR II team membersAnalyze operational trends and recommend process improvements to enhance service deliveryEnsure compliance with program requirements, federal standards, and internal policiesMaintain accurate documentation of complex cases, resolutions, and process updatesCollaborate with cross-functional teams to address systemic issues and improve overall efficiencyWe 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]
Languages
- English
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