Customer Service Representative II

Priwils, Inc•Chicago, IL

11d

About The Position

The Customer Service Representative II (CSR II) provides intermediate-level customer support and independently manages moderately complex inquiries related to the STR program. This role involves vendor verification, resolving billing and transaction discrepancies, and offering operational guidance to entry-level representatives. The CSR II plays a key role in ensuring accurate service delivery, maintaining data integrity, and supporting overall program efficiency.

Requirements

Associate’s degree preferred; equivalent experience acceptable
3–5 years of customer service, logistics, or call center experience
Proficiency in Microsoft Excel and data entry
Strong analytical and problem-solving skills
Demonstrated ability to manage multiple tasks in a dynamic, fast-paced environment

Nice To Haves

Experience in rental cars, fleet management, or equipment rental environments preferred
Experience with federal vendor verification systems (e.g., SAM.gov, FPDS.gov) preferred

Responsibilities

Handle moderately complex customer inquiries related to the STR program independently and efficiently
Perform vendor verification using federal systems such as SAM.gov and FPDS.gov
Investigate and resolve billing issues, payment discrepancies, and transaction-related concerns
Provide operational guidance and support to entry-level Customer Service Representatives (CSR I)
Accurately input, update, and maintain customer and vendor data in internal systems
Analyze customer issues and identify appropriate solutions while ensuring compliance with policies
Assist in streamlining processes and improving service delivery through continuous feedback
Collaborate with internal teams to resolve escalations and ensure timely issue resolution
Maintain detailed records of customer interactions, transactions, and resolutions
Adapt to evolving program guidelines, procedures, and operational requirements