Customer Service Representative II

Overview

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.

Minimum Qualifications

• Associate’s degree preferred; equivalent experience acceptable
• 3–5 years of customer service, logistics, or call center experience
• Experience in rental cars, fleet management, or equipment rental environments preferred
• Proficiency in Microsoft Excel and data entry
• Experience with federal vendor verification systems (e.g., SAM.gov, FPDS.gov) preferred
• Strong analytical and problem-solving skills
• Demonstrated ability to manage multiple tasks in a dynamic, fast-paced environment

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

We 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]