Service Support Representative (Fort Myers)

Merits is driven to improve lives by making high-quality power mobility equipment. Merits is synonymous with innovative engineering, constant product development, adaptability, and caring customer support. We are currently seeking a Service Support Representative to join our growing organization.

Service Support Representatives are entry level members of our Technical Support Call Center Team. Key responsibilities include, but are not limited to, handling phone calls and electronic correspondence relating to questions and issues about Merits mobility products, parts, and services. This role involves maintaining regular communication with internal and external customers via phone and email through company platforms, software, and equipment, as well as in-person communications within our company. Excellent communication skills are necessary. Ideal candidates will have strong customer service abilities and technical/mechanical knowledge and skills.

This is a full-time, in office position based out of our Fort Myers, FL Corporate HQ. A high school diploma or equivalent is required with one year of relevant customer service experience, technical/mechanical skills, and/or inbound call center experience. The hourly pay rate starts at $17.00. Candidates should have related mechanical skills or have the aptitude to learn and understand company products. Candidates should have some flexibility with work schedules to accommodate business needs.

Merits full-time employees are offered a full benefits package including health, dental, and vision insurance, supplemental plan options, and 401K + company match. Merits also offers career advancement opportunities, eligibility for tuition reimbursement, a generous PTO program, paid Holidays, and regular Employee Recognition Luncheons.

To apply, please read the below details, answer all application questions, and send an updated resume for consideration.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES:

• Collaborate with cross-functional teams as needed to provide excellent customer service.
• Answer incoming phone calls and incoming electronic correspondence regarding issues on Merits products and parts.
• Provide basic support and exceptional customer service to answer questions and resolve issues and concerns.
• Create cases, enter RMA’s, enter quotes, convert quotes to sales orders, and/or document all calls in ERP system and follow up as needed.
• Properly and professionally handle, reroute, and/or escalate technical or serious issues to leadership or appropriate staff as needed.
• Review and observe trends for proper and timely reporting of quality issues.
• Assist team members with questions regarding customer issues.
• Contact customers regarding the condition of returned items or updated orders.
• Maintain cleanliness of department and individual workstation.
• Assist other Customer Care Team members as needed.
• Follow company safety policies and participate in Safety Training as required.
• Participate in Company training as required.
• Performs other related duties as assigned.

COMPETENCIES & QUALIFICATIONS:

• Abide by Company safety policies and participate in Safety Training as needed.
• Have mechanical/technical skills or have mechanical/technical aptitude to learn and understand company products within a reasonable timeframe after position commencement.
• Must have very strong customer service skills.
• Excellent organizational and problem-solving skills are needed.
• Proficiencies with Microsoft Office applications are needed (Outlook Word, Teams, and SharePoint).
• Have excellent organizational skills and have the ability to multi-task in a fast-paced environment.
• Computer proficiencies are required to navigate ERP/CRM systems.
• Data entry experience is necessary with the ability to accurately type at least 40 WPM.
• Have a willingness to work overtime, arrive early, and/or stay late according to business / project needs.
• Must be dependable and hold an excellent attendance record.
• Must abide by Company safety policies and participate in Safety Training as required.
• Must speak, read, and write English and have excellent verbal and written communication skills.
• Must be legally authorized to work in the United States.

Educational Requirements: A high school diploma with one (1) year of relevant customer service and/or call center experience; or an equivalent combination of related experience, education, and/or training.

Please visit our website and our YouTube channel to learn more about our products, our mission, and our team https://www.meritsusa.com

Merits Health Products USA - YouTube

Please note this job advertisement is not meant to be all inclusive of essential duties and responsibilities. Requirements, qualifications, competencies, tasks, essential responsibilities & duties, physical demands, and work environments which may or may not be reflected in this advertisement, are not exhaustive and may change as determined by the needs of the organization.

All employment offers are conditional and contingent upon successful completion of a Form I-9, successful completion of our pre-employment background/criminal checks, and successful completion of a pre-employment drug screening.

Merits Health Products, INC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Harassment includes, but is not limited to, offensive remarks, jokes, slurs, visual displays, physical conduct, or any other behavior that creates an intimidating, hostile, or offensive work environment.

This policy applies to all employees and applicants, as well as contractors, interns, volunteers, and any others conducting business with or on behalf of Merits Healthcare Products, INC.. It applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This policy prohibits all forms of harassment and retaliation for reporting or participating in EEO-related investigations or complaints. Any employee who violates this policy may be subject to disciplinary action up to and including termination.

Merits Healthcare Products, INC encourages employees to report all incidents of harassment to a member of management and/or the HR department. All reports are treated seriously, handled confidentially to the extent possible, and investigated promptly and fairly. When necessary, corrective action will be taken to stop the conduct and prevent its recurrence.

Managers and supervisors are expected to model inclusive behavior, promptly address inappropriate conduct, and report concerns to HR. They are instrumental to ensure that the work environment remains free of discrimination and harassment.

All employees are expected to read, understand, and comply with this EEO Policy. Acknowledgment of this policy may be required during onboarding and periodically throughout employment.