Job Summary :
MyMerrill Support is responsible for assistance with anything from simple navigation to complex account linking. MyMerrill support provides detailed resolutions regarding the MyMerrill.com site, mobile app, and everything in between. With a dedication to client satisfaction, MyMerrill Support is a valuable asset to clients and our internal partners for accurate information and direction regarding MyMerrill.com.
Training Schedule :
- Monday through Friday, 9:00 AM – 5:30 PM EST
- Will follow the schedule selected at offer time once training is completed.
- Must be able to work in a virtual setting on site during training.
- Recommended to not have time off during the training period.
- 16 hours within the first 90 days allotted.
Available Shifts :
Monday – Friday
Start ET - End ET
8:25 AM - 4:55 PM
9:30 AM - 6:00 PM
9:30 AM - 6:00 PM
9:30 AM - 6:00 PM
10:00 AM - 6:30 PM
Required Skills & Qualifications :
- Requirement of 2 or more years of customer service experience and below skills.
- Attendance is a must in this role.
- Must possess the skills to navigate between multiple screens/systems and keep the client/internal partner fully engaged, while quickly and accurately typing relevant notes and information.
- Computer Literacy and proficient in using Microsoft Outlook, Word, and PowerPoint is a requirement.
- Ability to demonstrate flexibility and work well under pressure in a fast-paced, high call volume, and constantly changing call center environment.
- Strong communication skills, great grammar, and the ability to communicate with management, peers, and clients.
- Robust customer service skills and the ability to resolve and de-escalate difficult situations and prevent client dissatisfaction with respect and poise.
- Positive attitude that embraces coaching as an opportunity for improvement in current role.
- Ability to handle confidential matters and sensitive information in a responsible manner.
- Ambitious and self-motivating.
Candidate Expectations :
- Cell phones: Manager will discuss designated locations for calls and times calls can happen.
- Dress code: Professional business casual attire is required on interviews as well.
- Attendance: Utilizing the proper call-out duty line, communicating with direct supervisor and vendor, and showing up for training/work daily.
- Punctuality: 16 hours within the first 90 days allotted.
- Training: Must be able to work in a virtual setting on site during training. Please do not bring personal items such as blankets.
Customer Service Skills Required :
- Strong customer service and communication skills.
- Ability to handle high-volume calls and changing priorities.
- Ability to resolve and de-escalate difficult situations professionally.
- Ability to navigate multiple screens and systems while maintaining customer engagement.
- Ability to accurately type relevant notes and information during customer interactions.
The expected base salary range for this position is $20 – $21 per hour, depending on experience, skills, and internal equity.
The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements. Benefit eligibility and offerings vary based on role, employment status, and work location.
For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications. These tools are used to enhance consistency and efficiency. All hiring decisions involve human review and are not based solely on automated processing.