Customer Service Specialist (Remote)

Merck is seeking a Customer Service Specialist to work remotely from Archer, Laramie County, US, handling inbound consumer, employee and healthcare professional inquiries across phone, chat, email and digital channels.

Key Responsibilities

• Respond to inbound inquiries via multiple channels while maintaining high‑quality, compliant communication.
• Provide accurate product, service and policy information to consumers, employees and healthcare professionals.
• Document interactions in the CRM system and ensure timely follow‑up.
• Escalate complex issues to the appropriate internal teams and track resolution.
• Support both the National Service Center and Field Service Center operations.
• Identify trends in customer feedback and suggest process improvements.

Qualifications & Requirements

• High school diploma or equivalent; additional education or certifications in customer service preferred.
• Excellent verbal and written communication skills.
• Proven experience in a multi‑channel customer service environment.
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently in a remote setting while meeting performance metrics.
• Familiarity with CRM platforms and basic computer applications.

Compensation & Benefits

Salary: $76,434.78 annually (fixed). Comprehensive benefits package includes health, dental, vision, 401(k) match, paid time off and remote‑work allowances.

Frequently Asked Questions

What type of work schedule is offered for this remote position?

The role typically follows standard business hours with flexibility to cover peak inquiry times as needed.

Do I need prior experience in the pharmaceutical industry?

Industry‑specific experience is not required, but strong customer service skills and the ability to learn product information quickly are essential.

Is a home office setup required?

Yes, a reliable internet connection, a quiet workspace and a computer that meets Merck’s security standards are required for remote work.