Customer Service Representative (Remote)

The Customer Service Representative (Remote) role at Merck supports customers, consumers and employees across multiple channels for a range of pharmaceutical products and vaccines. This fully remote position is based in Washington, D.C., US.

Key Responsibilities

• Handle inbound and outbound inquiries via phone, email, chat, social media and digital platforms.
• Provide accurate information about Merck products, vaccines and company policies.
• Document interactions in the CRM system and follow up on open cases.
• Escalate complex issues to specialized teams while ensuring timely resolution.
• Identify opportunities to improve service processes and customer satisfaction.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Strong computer proficiency, comfortable using multiple communication tools simultaneously.
• Previous experience in a customer‑service or call‑center environment, preferably in healthcare or pharmaceuticals.
• Ability to work independently in a remote setting while meeting performance metrics.

Benefits & Compensation

Annual salary: $71,837.59. Comprehensive health, dental and vision plans, 401(k) matching, paid time off, and professional development opportunities.

Frequently Asked Questions

Is this position fully remote?

Yes, the Customer Service Representative role is 100% remote, allowing you to work from anywhere within the United States.

What type of inquiries will I handle?

You will respond to questions about Merck’s pharmaceutical products, vaccines, and general company information across phone, email, chat, social media and digital channels.

What qualifications are required?

A high school diploma or higher, strong communication skills, computer proficiency, and prior customer‑service experience, preferably in healthcare or pharmaceuticals.