Customer Service Specialist (Remote)

The Customer Service Specialist (Remote) role at Merck supports consumers, employees and healthcare professionals from Boise, Ada County, US. This fully remote position offers a salary of $65,187.81 per year.

Key Responsibilities

• Manage inbound inquiries via phone, chat, email and digital platforms for the National Service Center and Field Service Center.
• Provide accurate, compliant information while maintaining a high level of customer satisfaction.
• Document interactions in the CRM system and follow up on open cases.
• Collaborate with cross‑functional teams to resolve complex issues and improve service processes.
• Identify trends in customer feedback and recommend enhancements to policies and procedures.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of experience in a multi‑channel customer service environment.
• Strong verbal and written communication skills; ability to convey technical information clearly.
• Proficiency with CRM software, Microsoft Office and digital communication tools.
• Excellent problem‑solving abilities and attention to detail.

Preferred Skills

• Experience in the pharmaceutical or healthcare industry.
• Knowledge of HIPAA and other regulatory compliance standards.
• Fluency in a second language.

Benefits

• Competitive salary of $65,187.81 annually.
• Full remote work flexibility.
• Comprehensive health, dental and vision plans.
• Retirement savings options and paid time off.

Frequently Asked Questions

Is this position fully remote?

Yes, the Customer Service Specialist role is fully remote, allowing you to work from anywhere within the United States.

What salary does Merck offer for this role?

Merck offers a fixed annual salary of $65,187.81 for the Customer Service Specialist position.

What prior experience is required?

At least two years of experience in a multi‑channel customer service environment, preferably with knowledge of healthcare or pharmaceutical regulations.