ENC - ElDorado National California Inc. ยท 3 days ago
Customer Service Representative III
Riverside, CA
Full-time
Onsite
Mid, Senior Level
$48K/yr - $60K/yr
3+ years expElDorado National California Inc. (ENC) is seeking a senior-level Customer Service Representative III to manage complex customer accounts and drive process improvements. This role involves providing leadership within the customer service team, mentoring junior representatives, resolving escalated issues, and supporting strategic initiatives to enhance customer experience and operational efficiency.
FinanceIndustrialManufacturingTransportation
Hiring Manager
Kavita Patel
Responsibilities
Respond promptly to customer inquiries via phone, email, or in person
Process customer orders and returns accurately and efficiently
Maintain up-to-date knowledge of products, services, and policies
Document customer interactions in detail for audit, compliance, and tracking purposes
Resolve product or service problems by clarifying the customer's complaint, determining the cause, and offering appropriate solutions
Escalate complex issues to appropriate departments or management when necessary
Follow up to ensure resolution and customer satisfaction
Support billing and account questions and provide documentation as needed
Participate in training sessions and team meetings to maintain service standards
Support strategic customer accounts with high-level service, accuracy, and responsiveness
Analyze account activity, trends, and service issues to provide proactive solutions
Collaborate with cross-functional teams to resolve customer concerns and ensure a smooth order-to-cash process
Manage high-value and high-impact customer accounts with a focus on retention and satisfaction
Serve as the primary escalation point for critical customer issues requiring advanced troubleshooting or coordination
Provide guidance and subject matter expertise to junior representatives
Identify and implement process improvements to enhance service delivery and efficiency
Qualification
Required
Expert-level communication, conflict resolution, and relationship management skills
Strong project management and organizational skills
Ability to lead by example in a fast-paced, deadline-driven environment
Deep knowledge of customer service systems, processes, and best practices
Proficiency with ERP (e.g., SAP, Oracle) and CRM platforms (e.g., Salesforce)
Analytical mindset with experience using data to improve performance
High School diploma or equivalent required
3 years of customer service experience, including 1+ year in a Level II or lead capacity
Preferred
Associate's or Bachelor's degree in Business, Communications, or a related field preferred
Experience in manufacturing or technical environments is a plus
Company
ENC - ElDorado National California Inc.
Founded in 1975, ENC (ElDorado National - California) is a leading U.S.
201-500 employees
H1B Sponsorship
ENC - ElDorado National California Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageRecent News
2024-10-18
Company data provided by crunchbase