customer service representative

technician

repair technician

assembly technician

specialist

National Seating & Mobility

The typical day should be answering calls and scheduling deliveries or repairs but do to the poor management and the lack of staff a lot more job titles/duties fall on the plate of the CSS.  
The branch needs a lot of work and a lot of organization and cleaning up of inventory items. In a nutshell if you are head hunted for this position or they call you and want to interview you for the position run away and do not take the interview. The dynamics of when I started to when I left changed greatly. . Scheduling clients for new deliveries was a pain in the backside as if you scheduled something the ATP would make changes to the scheduling event and then when it gets messed up it is now the CSS problem. If you decide to work for the company make sure that you are mentally prepared to be the secretary, CSS, and the person that is going to get called from technicians as to the issues that they had while out on a service call or how rude a customer or client was to them or deal with quick tempers in the office. Make sure that you read the employee handbook word for word before taking the position. HR contact is all done over the phone and there is not the chance for a face to face with an actual person unless via video chat. Simply stay away from the company if you value your sanity or mental health. I am grateful that I am no longer employed with the company and I should have listened to my gut when I researched NSM and the reviews. 

Horrible work environment, toxic management, poor organizational structure, ineffective leadership styles, negative workplace culture, poor conflict resolution, culture of fear, EXTREMELY unprofessional management, broken promises, and LIES. 
The board decided to take 1% of our pay (whether you signed the contract or not) to improve the tech "merit program", which was a lie. It's just going back to the house. 
I was told when I started that the RAD is my direct boss but I rarely spoke to him. Your yearly review is given via the branch manager who is supposed to be a part of your support system. This can cause unnecessary conflict & is just an absurd practice. 
Compensation was good before they outsourced the majority of our funding dept to India (firing 250 specialists). I mean, come on.. insurance companies are ridiculously complicated in the US. It blew up in their faces of course and they back-peddled almost a year later but the damage was done. The ripple affect caused most ATPs in the company to lose money, clients & referral sources that took time to cultivate & nurture. MANY ATPs left to work at other companies. The goal is to have equipment to clients in 3 months or less but it was taking up to 9+ months. That's not good when you have custom equipment for children who grow & change consistently.  Their response was to offer advance pay-day loans & blame your product choices. What a joke of a company. Do your research before applying for a job at this toxic business. They no longer care about employees, just the bottom line $$.

I don't typically write reviews, but I feel compelled to share my experience for those considering leaving their current roles with high hopes, only to be let down shortly after starting.

The IT department here is not what it's made out to be. Claims of a great culture are misleading. Long-term employees, including those with decades of service, have left. Contractors who had been with the company for years are no longer interested in staying, and new hires often leave quickly after seeing the reality. I suspect more departures are on the horizon.

The new leadership operates more like managers than true leaders. They micromanage every detail, which leads to confusion, delays, and added stress. When projects fall behind due to poor planning and resource management, the response is often, "You'll need to work beyond your regular hours." Some people I know are regularly working over 55 hours a week.

On top of that, raises are minimal, with most employees receiving only 2-3% increases, while promotions are practically non-existent unless you’re in management. It feels like there's no real growth opportunity for anyone outside of leadership positions.

While the company provides valuable services to those in need, and the potential for this to be a great place to work exists, that's unfortunately not the current reality in IT. I understand there are other departments where employees are satisfied, but IT isn’t one of them right now.

This company lacks DEI, promotes employees who lack the training/experience/integrity to perform in their role.  The Branch Managers and teams and not respected and are not valued unless your in a click. You are not supported, you are not heard yet you are micro-managed by RAD's and VP's who lack the skills to support a progressive leader, creating a negative culture felt by staff, referral sources and clients. The branches are not functional due to lack of space to work, lack of air conditioning in the warehouses where they constantly push for in-house repairs, showing they care more about numbers than the safety of their staff. They leave minimal staff in branches and Managers stretched too thin. It is impossible to cover an entire State with short staffing and unattainable goals.  It used to be a great place to work, the last 2 years have been terrible, with downsizing,  outsourcing and layoffs yet they dont recognize the real problem is upper leadership.  My advice...do better at serving the vulnerable, undeserved community that depends on your services to have a decent quality of life, and better support your teams, listen to learn,  not react. Pay attention...people don't leave jobs, they leave toxic environment with unintelligent leaders!

The best part of this job was being able to help clients' gain mobility and some independence back in their lives. I learned so much about wheelchairs and what is required to obtain one. The job in itself was fine and the coworkers were terrific!  The issue I had was management. They do not know what they are doing and the only reward is pizza and more work! I was pegged as the complainer or "mean person" when I would point out concerning issues to the manager but was always brushed off. He wasn't an actual branch manager but more like a regional asst. leader who was given 5 branches to manage! So many meetings that should have been emails! The pay is not sufficient for the amount of work you are expected to do. Work from home is NOT an option although the job can totally be done from home. They just want someone to be in office to pick up any and all work that they can't get others to do. They wanted to cross train us in other depts but would not increase pay!  Good workers were given more work while lazy workers were praised and rewarded. Its a very relaxed atmosphere but that just means that people will take advantage since nothing is enforced. 

Co-Workers are catching on to the joke we have become while mgmt. (Area Directors and above)collect bonuses that are greater than our annual salary.  Annual reviews are no longer annual.  NSM changed it to a 4-6 month process which ends with the predictable 2% increase. Be 100% compliant, reach every approval/submission goal, MIR goal for the entire year and score above a 3% on the review and the maximum annual increase will never be greater than 2% which doesn't even cover the cost of living increase set by Social Security (2018@2.8% & 2019@2.8%) then add the NSM insurance premium 2018-$6.92 increased to 2019-$18.65 (per pay period). (Which is why this NSM review gets two stars max, one star=1%)Bonuses-if you are lucky to have a lucrative work load assigned to you, you benefit. Some work loads are assigned so it's a struggle to reach 44 points. Meanwhile, NSM is hiring brand new Funding Specialist off the street making more (18-24/hr.) than the Funding Specialists who have worked here and remained loyal and compliant for YEARs. "We have heard you" they say but apparently NSM isn't "listening".

DON'T EVER WORK FOR THIS COMPANY!!!!!   THE PEOPLE THAT GAVE THIS COMPANY 5 STARS ARE PLANTS THAT NSM PUT OUT THERE TO WRITE A GOOD REVIEW!! THEY ARE A BUNCH OF BULLIES!! In the first four months I was there, I brought in $80,000 from an insurance company that was very hard to bring in money for which I heard from a co-worker, but that was not enough. NSM is GREEDY and wanted more money. The supervisor would be yelling at me from her desk while I was on the phone with an insurance company. VERY UNPROFESSIONAL!!!!!! They would sabotage your work. There was a co-worker that stated a couple of times that she needed more work to do. She never got more work. Then NSM wrote her up for not meeting her goals. NUT JOBS!!!!!! If they put as much effort in the business as they did in micromanaging people they would be a great company but unfortunately that's not what they are all about.THE CEO REALLY NEEDS TO TAKE A LOOK AT THE NEWINGTON BRANCH. THERE IS ALWAYS A JOB LISTING ON INDEED.COM. THIS SHOULD TELL YOU SOMETHING!!!

Only a few stand out managers. Middle management is overwhelmed w/ reports. Micro managed. NSM States quality, not quantity, but at end of the day quantity is what matters for our investors. Too many tasks/ responsibilities given to 1 person. Always learning, at any given time will need to know at least 40 Insurance payer types at a time, and understand all of their Prior Auth Requirements and stay compliant. Work remotely with multiple branches throughout many states. Coding, med doc procurement, working w doctors, therapists, sales(ATP) and patients to obtain funding for DME/ CRT but not just limited to specialty wheelchairs. Nice to help patients. Most coworkers are okay, but far too busy with their own caseloads to stop and help. I would not recommend this company. Typical large company- harsh  Number driven environment. I am sure someday  NSM will be in trouble w compliance laws if not already. Pay not the best. No raises or bonuses with the excuse of COVID in 2020. The job does not end when you “clock out”.

There are many issues within this corporation that need to be changed. As the company is designed around the purpose of helping  people the message and purpose has unfortunately been lost. The corporation is only fixated on numbers and exponential profits and would take every last penny from the most vulnerable populations in society and demand even more. 
The whirlwind of revolving leadership leads to mistrust, misunderstanding and the inability for employees to trust or value the expectations bestowed upon them. The base / draw and commission structure only divides the culture it tries so hard to cultivate turning fellow employees and team players against each other. 
This company will  be sold again and again leaving the clients behind.

A lot of expectation with very little hands-on training. Software is outdated, duties are unclear, environment is chaotic. Badly in need of better leadership and organization from the corporate level down. No chance for advancement. Corporate office too far away to affect much change for local office.

Bosses are unclear on exact expectations. Changes in management happen unexpectedly and with no warning, causing further chaos.

I learned how to interact with clients, and how to deal with unhappy customers. Also learned how to partially operate the company software.

Co-workers were friendly, and usually pleasant.

The hardest part of the job was dealing with unpleasant clients who had trouble contacting technicians. Also, there was a great deal of downtime, with very little to do.

I did not enjoy this job.

Top Job Titles	Average Salary
Customer service representative 11 salaries reported	$21.07 per hour
Technician 16 salaries reported	$23.23 per hour
Repair technician 9 salaries reported	$22.49 per hour
Assembly technician 8 salaries reported	$21.34 per hour
Specialist 15 salaries reported	$19.00 per hour

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