Customer Service Specialist (Remote)

Merck is hiring a Customer Service Specialist to work remotely from Edgewood, Richland County, US, with an annual salary of $65,708.98. In this role you will handle inbound consumer, employee and healthcare professional inquiries across phone, chat, email and digital platforms.

Key Responsibilities

• Respond to inbound calls, chats, emails and digital messages with accurate, compliant information.
• Provide high‑quality service to consumers, Merck employees and healthcare professionals.
• Document interactions in the CRM system and follow standard operating procedures.
• Escalate complex issues to the National Service Center or Field Service Center as needed.
• Identify trends in inquiries and suggest process improvements.
• Maintain up‑to‑date knowledge of Merck products, policies and regulatory requirements.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of customer service experience, preferably in a regulated industry.
• Excellent verbal and written communication skills.
• Proficiency with multi‑channel communication tools and CRM software.
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently in a remote environment while meeting performance metrics.

Preferred Skills

• Experience with healthcare or pharmaceutical customer support.
• Knowledge of HIPAA and other compliance standards.
• Bilingual ability (Spanish or other languages) is a plus.

Benefits & Compensation

Competitive salary of $65,708.98 per year, comprehensive health benefits, retirement plan, paid time off and opportunities for professional development.

Frequently Asked Questions

Is this position fully remote?

Yes, the Customer Service Specialist role is remote, allowing you to work from Edgewood or any eligible location within the United States.

What communication channels will I handle?

You will manage inbound inquiries via phone, live chat, email and digital platforms such as web chat and social media.

What is the salary for this role?

The position offers a fixed annual salary of $65,708.98.