Customer Service Representative III

ElDorado National California Inc • Riverside, CA

6d

About The Position

This is a senior-level role responsible for managing complex customer accounts and driving process improvements. The position provides leadership within the customer service team, mentors junior representatives, resolves escalated issues, and supports strategic initiatives to enhance customer experience and operational efficiency.

Requirements

• 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.

Nice To Haves

• Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
• Experience in manufacturing or technical environments is a plus.

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.

Benefits

• Equal opportunity employer
• Commitment to fostering a diverse and inclusive workplace
• Affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities
• Reasonable accommodation for individuals with disabilities
• Commitment to pay equity and transparency

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED