Customer Service Specialist (Remote)

Merck is seeking a Customer Service Specialist to join its remote team, supporting the National Service Center and Field Service Center from Jackson, Hinds County, US. This role handles inbound inquiries via phone, chat, email and digital platforms, delivering accurate and compliant service to consumers, employees and healthcare professionals.

Key Responsibilities

• Manage high‑volume inbound calls, chats, emails and digital messages while maintaining quality standards.
• Provide accurate, compliant information to consumers, Merck employees and healthcare professionals.
• Document interactions in the CRM system and follow up on open cases.
• Escalate complex issues to appropriate internal teams and ensure timely resolution.
• Identify trends in customer inquiries and suggest process improvements.
• Adhere to privacy, security and regulatory requirements (e.g., HIPAA).

Qualifications & Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of customer service experience, preferably in a health‑care or pharmaceutical environment.
• Excellent verbal and written communication skills.
• Proficiency with multi‑channel support tools and Microsoft Office suite.
• Strong problem‑solving abilities and attention to detail.
• Ability to work remotely with a reliable internet connection.

Compensation & Benefits

Annual salary: $60,529.21 (USD). Comprehensive health, dental and vision plans, 401(k) matching, paid time off, and professional development opportunities.

How to Apply

Submit your resume and a brief cover letter outlining your relevant experience through the Merck careers portal. Candidates selected for an interview will be contacted directly.

Frequently Asked Questions

What type of work schedule is required for this remote Customer Service Specialist position?

The role is full‑time with standard business hours, but flexible scheduling may be offered to accommodate different time zones.

Do I need prior pharmaceutical experience to be considered?

While experience in a pharmaceutical or healthcare setting is preferred, strong customer‑service skills and the ability to learn quickly are the primary requirements.

What equipment is required to work remotely for Merck?

A reliable computer, high‑speed internet connection, headset and a quiet workspace are required to meet Merck’s remote work standards.