Customer Service Representative (Remote)

Job Summary

Merck is hiring a Customer Service Representative to work remotely from Atlanta, Fulton County, US. This role provides multi‑channel support for customers, consumers, and employees, handling inquiries about Merck products, vaccines, and corporate information.

Key Responsibilities

• Manage inbound and outbound communications via phone, email, chat, social media, and mail.
• Deliver accurate, timely information about Merck’s pharmaceutical products, vaccines, and services.
• Resolve customer issues, process requests, and escalate complex cases to appropriate departments.
• Document interactions in the CRM system, ensuring data integrity and compliance.
• Meet performance metrics such as response time, satisfaction scores, and resolution rates.
• Collaborate with cross‑functional teams to improve service processes and share customer insights.

Qualifications & Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Proven experience in a customer‑service environment, preferably in healthcare or pharmaceuticals.
• Comfortable using multiple digital channels and CRM tools.
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently in a remote setting while adhering to schedule and quality standards.

Compensation & Benefits

Annual salary: $99,193.48 (fixed). 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 role is remote, allowing you to work from anywhere within the Atlanta, Fulton County area.

What communication channels will I use?

You will handle inquiries via phone, email, chat, social media, and traditional mail.

What is the salary for this role?

The annual salary is $99,193.48, with full benefits and growth opportunities.