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