Position Purpose: The Customer Service Rep III mentors and coaches new and less experienced associates. Maintains department desk level procedures and tracks compliance to contractual standards. Performs quality assurance audits for telephone inquiry functions. Drafts/develops scripting based on Supervisor and Management input. Supports management reporting of daily operational statistics. Backs-up unit supervisors for specified functions and in supervisor's absence, as determined by management. Communicates with customers by telephone to answer their questions and concerns. Promotes teamwork.