Customer Service Representative III

Priwils, Inc; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

Priwils, Inc is seeking a Customer Service Representative III in Chicago, Illinois. This senior-level role involves resolving complex customer and vendor issues and supporting operational efficiency in the STR Program. Candidates must have 5–7 years of relevant experience and strong skills in data analysis.

The CSR III will act as a subject matter expert and require advanced proficiency in Microsoft Excel to aid in performance improvement initiatives. This position emphasizes independence and analytical problem-solving capabilities.

Qualifications

• 5–7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordination.
• Advanced experience researching billing and account issues, preferably within STR-related systems.
• 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.
• Analyze operational trends and recommend process improvements to enhance service delivery.

Skills

Advanced proficiency in Microsoft Excel and data analysis

Strong analytical skills and problem resolution capabilities

Strong written and verbal communication skills

Education

Associate’s degree preferred

Job description

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