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