Customer Service Specialist (Remote)

Job Summary

Merck is hiring a Customer Service Specialist to work remotely from Atlanta, Fulton County, US. This full‑time role supports the National Service Center and Field Service Center, handling inbound consumer, employee and healthcare professional inquiries across phone, chat, email and digital channels.

Key Responsibilities

• Deliver high‑quality, compliant customer service to consumers, Merck employees and healthcare professionals.
• Manage inbound inquiries via phone, live chat, email and web‑based platforms, ensuring timely resolution.
• Document interactions accurately in the CRM system and follow Merck’s standard operating procedures.
• Identify and escalate complex issues to appropriate internal teams while maintaining ownership until closure.
• Provide product and service information, troubleshoot common problems, and guide users through self‑service tools.
• Collaborate with cross‑functional teams—including Field Service, Technical Support, and Compliance—to improve service processes.
• Participate in ongoing training, quality monitoring and performance metrics reviews.

Required Qualifications

• High school diploma or equivalent; additional education or certifications in customer service or healthcare is a plus.
• 2+ years of experience in a multi‑channel customer service environment, preferably in pharma or healthcare.
• Strong communication skills—both written and verbal—and the ability to convey complex information clearly.
• Proficiency with CRM software, Microsoft Office Suite, and digital communication tools.
• Demonstrated ability to work independently while meeting service level agreements.
• Attention to detail, strong problem‑solving skills, and a customer‑first mindset.

Compensation & Benefits

Base salary: $92,912.11 annually. Comprehensive health, dental and vision plans, 401(k) with company match, paid time off, and professional development opportunities.

Frequently Asked Questions

Is this position fully remote?

Yes, the role is remote but requires the employee to be based in Atlanta, Fulton County, US.

What channels will I be handling as a Customer Service Specialist?

You will manage inbound inquiries via phone, live chat, email and digital platforms.

What is the salary for this role?

The annual base salary is $92,912.11.