Customer Service Representative (Remote)

Merck is seeking a Customer Service Representative to work remotely from Trenton, Mercer County, US. This role provides multi‑channel support for customers, consumers, and employees regarding Merck products, vaccines, and information.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, social media, and mail.
• Provide accurate information on Merck products, vaccines, and company policies.
• Resolve inquiries, complaints, and service requests in a timely, professional manner.
• Document all communications in the CRM system and maintain data integrity.
• Escalate complex issues to appropriate internal teams while ensuring follow‑up.
• Identify trends in customer feedback and suggest process improvements.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Proven experience in a customer‑service or call‑center environment, preferably in healthcare or pharmaceuticals.
• Strong computer literacy; comfortable navigating multiple digital platforms simultaneously.
• Ability to work independently, manage time effectively, and meet performance metrics.
• Eligibility to work in the United States.

Preferred Skills

• Experience with CRM tools and ticketing systems.
• Knowledge of pharmaceutical regulations and vaccine information.
• Multilingual abilities, especially Spanish.

Compensation & Benefits

Annual salary: $74,325.57. Merck offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and professional development opportunities.

Frequently Asked Questions

Is this position fully remote?

Yes, the role is remote and can be performed from anywhere within the United States, including Trenton, Mercer County.

What type of communication channels will I use?

You will handle phone calls, email, live chat, social media messages, and traditional mail.

What experience is required for this job?

Previous experience in a customer‑service or call‑center setting, preferably in healthcare or pharmaceuticals, is required.