Customer Service Representative (Remote)

Merck is hiring a Customer Service Representative to work remotely from Archer, Laramie County, US, with a fixed annual salary of $81,602.19. The role involves handling multi‑channel inquiries for the company’s products, vaccines, and information services.

Key Responsibilities

• Respond to customer, consumer, and employee inquiries via phone, email, chat, social media, and mail.
• Provide accurate information about Merck products, vaccines, and corporate policies.
• Document interactions in the CRM system and follow up to ensure issue resolution.
• Escalate complex cases to senior specialists while maintaining ownership of the customer experience.
• Meet performance metrics such as response time, first‑contact resolution, and customer satisfaction scores.
• Collaborate with cross‑functional teams including sales, technical support, and compliance to address customer needs.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1‑2 years of experience in a customer‑service or call‑center environment.
• Strong written and verbal communication skills; comfortable using multiple digital channels.
• Proficiency with CRM software, Microsoft Office, and basic troubleshooting.
• Ability to work independently while adhering to remote‑work policies and schedules.
• Excellent problem‑solving attitude and a commitment to delivering high‑quality service.

Benefits & Compensation

• Annual salary: $81,602.19 (fixed)
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible remote‑work arrangements.
• Professional development and training opportunities.

Frequently Asked Questions

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

The role follows standard business hours (Monday‑Friday) with occasional flexibility to cover peak inquiry periods.

Do I need prior experience with pharmaceutical products?

While direct pharmaceutical experience is not required, a strong customer‑service background and the ability to quickly learn product information are essential.

What equipment is required to work remotely?

A reliable high‑speed internet connection, a computer meeting Merck’s security standards, and a headset for phone and chat communications.