Customer Service Specialist (Remote)

Job Summary

Merck is seeking a Customer Service Specialist to work remotely from anywhere in the United States. This role supports the National Service Center and Field Service Center, handling inbound consumer, employee, and healthcare professional inquiries across phone, chat, email and digital platforms.

Key Responsibilities

• Respond to inbound customer contacts via phone, live chat, email and web‑based platforms with professionalism and accuracy.
• Provide product information, order status, and troubleshoot issues while ensuring compliance with regulatory and company standards.
• Document all interactions in the CRM system and follow up on open cases to achieve first‑contact resolution.
• Escalate complex or high‑priority matters to senior specialists or appropriate functional teams.
• Collaborate with cross‑functional partners, including Field Service, Quality, and Compliance, to resolve customer concerns.
• Identify trends in customer feedback and suggest process improvements.

Required Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum 2 years of experience in a customer‑facing role, preferably in pharmaceuticals, medical devices or related regulated industry.
• Excellent verbal and written communication skills; ability to convey complex information clearly.
• Proficiency with multi‑channel communication tools, CRM software and Microsoft Office Suite.
• Strong problem‑solving aptitude and attention to detail.
• Ability to work independently, manage time effectively and maintain a professional home office environment.

Preferred Skills

• Experience with FDA/EMA compliance requirements.
• Familiarity with Merck’s product portfolio and healthcare terminology.
• Bilingual ability (English/Spanish) is a plus.

Compensation & Benefits

Salary: $63,261.05 (annual, fixed). Merck offers a comprehensive benefits package including health, dental, vision, 401(k) match, 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

Do I need prior pharmaceutical experience for this role?

While experience in a regulated industry is preferred, strong customer service skills and the ability to learn quickly are the primary requirements.

Is this position truly remote?

Yes, the role is fully remote and can be performed from any location within the United States.

What is the salary for the Customer Service Specialist position?

The position offers a fixed annual salary of $63,261.05 plus Merck’s standard benefits package.