Customer Service

Client Relations Representative

The client relations representative for Matinno Living will interact with the company's sales representatives and customers by addressing inquiries and resolving complaints via email or telephone, while providing the highest level of customer support on all cabinet orders. These representatives will learn about all product lines using our tools. Client relations representatives in this position will have a portfolio of assigned clients to provide support from start to finish with each order providing constant feedback on the status of orders.

Duties/Responsibilities:

• Interacts with sales representatives and customers via telephone or email to provide support and information on products or services.
• Answers department phone with highest level of customer service and returns phone calls from clients within one business day.
• Updates CRM system by entering customer information and documents all relevant interactions including follow ups.
• Collects and enters orders for new or additional products or services ensuring timely delivery to customers by proactively partnering with logistics.
• Processes various forms of payment from customers.
• Acknowledges and promptly responds to customer questions and complaint emails within one business day to resolve issues; when the issue is beyond the representative's knowledge, escalating queries and concerns to the assigned specialist, appropriate staff or department.
• Follows up after all products have been delivered to ensure customer satisfaction.
• Provides feedback and process improvement recommendations regarding systems and workflow, ensuring exceptional customer experiences.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient computer skills with the ability to learn new software.
• Fluent in English & Spanish.

Education and Experience:

• High school diploma or equivalent.
• 1 year customer service and experience preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to distinguish between colors.