Customer Service Representative III

ElDorado National California Inc; Riverside (CA); On-site; USD 33,000 - 41,000; Full time

Job summary

ElDorado National California Inc. in Riverside, CA, is seeking a Senior Customer Service Representative III to manage complex accounts and mentor staff. This role drives process improvements and collaborates across departments to enhance customer experience.

You will respond to inquiries, process orders, and maintain product knowledge while supporting billing and high-value accounts. Strong leadership and ERP/CRM experience are essential.

Qualifications

• Senior-level customer service role with complex accounts handling.
• Lead and mentor junior reps; drive process improvements.
• Maintain deep knowledge of products, policies, and procedures.
• Coordinate with cross-functional teams to resolve issues.

Responsibilities

• Respond promptly to inquiries via phone, email, or in person.
• Process orders and returns accurately.
• Document interactions for audit and tracking purposes.
• Escalate complex issues to appropriate departments.
• Support billing and account questions as needed.
• Participate in training and team meetings.

Skills

Communication

Leadership

ERP (SAP/Oracle)

CRM (Salesforce)

Project management

Data analysis

Education

High School diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

SAP/Oracle ERP

Salesforce CRM

Job description

Position: Customer Service Representative III

Location: Riverside, CA

Job Id:386

# of Openings:1

Join a manufacturing leader with over 50 years of excellence, where every role contributes to building reliable transportation solutions that people depend on everyday across the United States and Canada. At ENC, we prioritize safety, quality, innovation, collaboration, and continuous growth – creating vehicles our teams can take pride in.

Founded in 1975, ENC (ElDorado National – California) is a leading U.S. transportation manufacturer specializing in design, engineering, and end-to-end production of heavy-duty buses, shuttles, and cargo vehicles through a custom-build, mixed-model assembly process. Each vehicle is produced in our purpose-built facility in Riverside, California supporting public agencies and private transportation providers nationwide. We offer one of the industry’s widest portfolios of power options, including 100% battery-electric, diesel-electric hybrid, CNG, and clean diesel.

ENC is committed to revitalizing American manufacturing through innovation, customer focus, and the delivery of high-quality vehicles that keep communities connected, supported, and moving forward.

Customer Service Representative III

Location: Riverside, CA
Pay Range: $24.50 - 30.00/hr.

Job Summary

It is a senior-level role responsible for managing complex customer accounts, driving process improvements. his 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.

Essential Duties

• 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.

Required Knowledge, Skills, and Abilities

• 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.

Education, Experience, and/or Required Licenses

• High School diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
• 3 years of customer service experience, including 1+ year in a Level II or lead capacity.
• Experience in manufacturing or technical environments is a plus.

ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.

ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.

ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.

In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time.