Customer Service Specialist (Remote)

Job Summary

Merck is hiring a Customer Service Specialist to work remotely from Frankfort, Franklin County, US. This role provides multi‑channel support to consumers, employees and healthcare professionals, handling inquiries via phone, chat, email and digital platforms.

Key Responsibilities

• Manage inbound customer contacts across all channels, ensuring timely and accurate responses.
• Deliver compliant, high‑quality service in line with Merck’s standards and regulatory requirements.
• Document interactions in the CRM system and follow up on open cases until resolution.
• Collaborate with the National Service Center and Field Service Center to escalates issues when needed.
• Identify trends in customer inquiries and recommend process improvements.
• Provide product and service information to consumers, employees and, when appropriate, healthcare professionals.
• Maintain up‑to‑date knowledge of Merck’s portfolio, policies and industry regulations.

Qualifications & Skills

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years experience in a customer‑service or call‑center environment.
• Excellent verbal and written communication skills.
• Proficiency with multiple communication tools (phone systems, chat platforms, email, CRM).
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently in a remote setting while meeting performance metrics.
• Knowledge of healthcare or pharmaceutical industry regulations is a plus.

Compensation & Benefits

Annual salary: $71,590.84 (fixed). Merck offers a comprehensive benefits package including health insurance, retirement plans, paid time off and professional development opportunities.

How to Apply

Submit your resume and a brief cover letter outlining your relevant experience through Merck’s online career portal.

Frequently Asked Questions

Can I work remotely from any location?

The position is remote but requires you to be based in Frankfort, Franklin County, US.

What type of inquiries will I handle?

You will respond to consumer, employee and healthcare professional inquiries via phone, chat, email and digital platforms.

What experience is required?

At least two years of customer‑service or call‑center experience, strong communication skills and proficiency with multi‑channel tools.