Customer Service Specialist (Remote)

Job Description

Position Overview The Customer Service Specialist is a customer-facing role within the Customer Service Center (CSC) team, responsible for delivering high-quality service to consumers, employees, and, as needed, healthcare professionals. This position supports the National Service Center and Field Service Center and manages inbound inquiries across multiple communication channels, including phone, chat, email, and digital platforms. The Specialist provides accurate, compliant, and timely information using approved resources and internal systems. This role also serves as a designated point of contact for the intake, documentation, and reporting of adverse events and product quality complaints, ensuring adherence to regulatory and company standards. The Customer Service Specialist plays a key role in delivering a consistent customer experience while supporting operational excellence. Primary Responsibilities Manage inbound customer and employee inquiries professionally and efficiently across multiple channels Utilize approved knowledge bases, prescribing information, medication guides, and internal systems to provide accurate responses Accurately document all interactions, including inquiries, complaints, adverse events, and actions taken Ensure consistent delivery of the desired customer experience across all engagements Support contact center workflows, procedures, and multi-channel communications Collaborate with internal stakeholders to support process improvements, operational changes, and issue escalation Manage assigned escalated requests through resolution and contribute to service quality initiatives Shifts vary from 8AM EST - 7 PM EST Minimum Education Requirement Bachelor’s Degree or Associate’s degree with with at least 2 years of experience demonstrating aptitude for customer care and scientific information Required Experience and Skills Demonstrated customer service experience or strong customer service aptitude Strong written and verbal communication skills High attention to detail with proficient computer and typing skills Ability to understand and apply scientific and product-related information Successfully complete all required training and certifications as a condition of continued employment.

Preferred Qualifications

Prior contact center or customer service experience Scientific aptitude Medical Terminology Project management experience Required Skills: Business Process Standardization, Business Support, Communication Management, Customer Centric Focus, Customer Feedback, Customer Service, Customer Support, Data Quality, Detail-Oriented, Digital Platforms, Operational Excellence, Process Improvement Projects, Process Optimization, Product Management, Quantitative Analytics, Regulatory Compliance, Retail Customer Service, Service Excellence, Stakeholder Communications, Teamwork Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”. The salary range for this role is $71,900.00 - $113,200.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 10% Flexible Work Arrangements: Remote Shift: Not Indicated Valid Driving License: No Hazardous Material(s): n/a Job Posting End Date: 04/30/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Apply To This Job