Customer Service Representative (Remote)

Merck is hiring a Customer Service Representative to work remotely from anywhere in the United States, supporting a global audience across digital, phone, chat and mail channels.

Key Responsibilities

• Respond to customer, consumer and employee inquiries about Merck products, vaccines and corporate information via phone, email, chat, social media and mail.
• Deliver accurate, timely and compliant information while adhering to company policies and regulatory standards.
• Escalate complex issues to senior specialists and ensure follow‑up until resolution.
• Document interactions in the CRM system and contribute to knowledge‑base updates.
• Participate in continuous‑improvement initiatives and quality monitoring.

Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent written and verbal communication skills.
• Strong problem‑solving ability and attention to detail.
• Proficiency with multiple communication platforms and basic computer applications.
• Ability to work independently in a remote environment and manage time effectively.
• Previous experience in a customer‑service or call‑center role is a plus.

Compensation & Benefits

Annual salary: $105,922.83. Merck offers a comprehensive benefits package including health, dental, vision, 401(k) match, paid time off and professional development opportunities.

Frequently Asked Questions

What type of work environment does this role offer?

The position is fully remote, allowing you to work from any location in the United States with a reliable internet connection.

What communication channels will I use?

You will engage with customers via phone, email, live chat, social media, and traditional mail.

Is prior experience in pharmaceuticals required?

While experience in pharmaceuticals is beneficial, Merck primarily seeks strong customer‑service skills and the ability to learn product information quickly.