Product Service Representative - job 1 of 2

Welcome to the exciting world of MAT Holdings, Inc.  We are an entrepreneurial manufacturer and distributor leveraging a vast network of global and domestic resources to deliver quality and value to our customers. 

You will find our products in home improvement centers, big box retailers, hardware stores and automotive parts chains.  They can also be found in the automobiles you drive, the trailers you pull and the heavy duty equipment that operates all around you.

Responsibilities:

1. Provide comprehensive product and technical assistance to customers via phone, email, and chat.
2. Handle customer inquiries, troubleshoot issues, and offer solutions in a timely and professional manner.
3. Utilize SAP system to access and update customer information, order details, and service records.
4. Demonstrate strong mechanical aptitude to understand and explain product features and functionality.
5. Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems.
6. Collaborate with other departments to escalate complex issues and ensure customer satisfaction.
7. Stay up-to-date with product knowledge, technical specifications, and company policies.
8. Achieve and maintain performance metrics related to call quality, resolution time, and customer satisfaction.
9. Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
10. Assist in identifying trends in customer inquiries and provide feedback for product improvements.
11. Maintain accurate and detailed records of all customer interactions and follow-ups.
12. Provide bilingual support, preferably in Spanish, to cater to a diverse customer base.
13. Contribute to the development of FAQs and knowledge base articles to improve self-service options for customers.
14. Adhere to company policies, procedures, and quality standards in all customer interactions.
15. Participate in team meetings and contribute ideas for improving customer service processes and efficiency.

Computer knowledge and skills; familiar with compressors, engines; enjoy solving problems; good verbal and written communication skills.

All your information will be kept confidential according to EEO guidelines.