Hybrid Department Manager at Merits Health Products

Are you a dynamic leader passionate about empowering teams and driving outstanding customer service? If you thrive in a fast-paced environment and are ready to make a significant impact on our customer experience, this could be your next great opportunity!

Merits Health Products, a leader in power mobility equipment, is seeking an experienced and enthusiastic Department Manager to lead our Technical Services Call Center.

This position requires a highly motivated and collaborative leader that strives for excellence that results in enhanced customer service. As the department manager, you will oversee and manage a diverse team of on and off-site Service Support Professionals. You will also ensure that daily workflow runs smoothly and meets or exceeds call center metrics. This leadership role is crucial with fostering a positive and engaging work environment that delivers exceptional customer service.

What You'll Do:

• Lead, mentor, motivate, and manage our on and offsite Technical Services Call Center Team with achieving performance goals and ensuring they deliver exceptional customer service.
• Strategically manage technical services call center operations daily, ensuring efficiency, quality, and adherence to all applicable standards.
• Develop and enhance team skills and foster a culture of continuous improvement.
• Analyze performance metrics, identify areas for improvement, and implement strategies to optimize operations.
• Collaborate with other departments to ensure seamless customer journeys and alignment with organizational goals.
• Handle escalated customer inquiries, resolve issues effectively, and champion a customer-centric approach.

What You'll Bring:

• Recent, verifiable leadership experience with a track record of successfully managing and developing diverse teams who work both onsite and remotely.
• A strong understanding of computer systems/software technologies, and best leadership practices.
• Exceptional interpersonal and communication skills; must read, write, and speak fluent English.
• Excellent critical thinking and problem-solving skills.
• A passion for delivering outstanding customer service and a commitment to continuous improvement.
• Proficiencies in ERP/CRM systems and MS Office products.
• Be dependable and have flexibility with work schedules as needed to lead remote team members is other US states.
• Consistently demonstrate and practice a professional demeanor and drive collaboration.
• Be legally authorized to work for any US employer and have a valid US driver’s license.

Why Join Us?

At Merits, team members are considered the greatest asset, and the company is committed to fostering a supportive and engaging work environment where we offer full-time eligible team members the following:

• Competitive starting salaries.
• Participation in our companywide bonus program.
• Opportunities for professional growth and advancement within a thriving and growing company.
• A vibrant and collaborative team culture where contributions are valued and celebrated.
• Generous PTO with a commitment to work-life balance.
• 10 Paid Holidays each calendar year.
• 401k + Company Match.
• Health, dental, and vision insurance options.
• Life insurance, short term disability, and long-term disability insurance options.
• Employee Assistance Program.
• All-inclusive team appreciation luncheons and events.

This is a full-time, on-site position based out of our Fort Myers, FL, Corporate HQ. Business hours are typically Monday through Friday, 8am – 5pm. Leadership positions require some flexibility with working hours to accommodate special projects, out of state team members, and business needs. The annual salary range for this position is estimated to be $45,000 - $60,000. A starting salary is dependent upon experience, knowledge, skills, and abilities. A college degree and leadership experience in a Customer Service or Call Center environment is preferred; or an equivalent combination of education, training, leadership experience, skills, and industry experience may be considered.

Ready to lead a team that's making a real difference? Apply now and let's shape the future of customer service together!

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 a pre-employment drug screening, and satisfactory results on a consumer credit report, as per FCRA standards.

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.