More jobs:
Customer Service Representative III
Job in
Chicago, Cook County, Illinois, 60290, USA
Listed on 2026-07-07
Listing for:
Priwils, Inc
Full Time
position Listed on 2026-07-07
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep
Job Description & How to Apply Below
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
- 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
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