Customer Service Specialist (Remote)

Job Summary

Merck is hiring a Customer Service Specialist to work remotely from Trenton, Mercer County, US. This full‑time role offers a salary of $69,618.88 and provides front‑line support to consumers, employees and healthcare professionals across multiple channels.

Key Responsibilities

• Handle inbound inquiries via phone, chat, email and digital platforms for the National Service Center and Field Service Center.
• Deliver accurate, compliant information while adhering to Merck’s quality and regulatory standards.
• Document interactions in CRM systems and follow up on open cases to ensure timely resolution.
• Escalate complex issues to appropriate internal teams and track resolution progress.
• Identify trends in customer feedback and suggest process improvements.
• Support periodic training sessions and stay updated on product knowledge and industry regulations.

Required Qualifications

• High school diploma or GED; associate or bachelor’s degree preferred.
• 2+ years of experience in a multi‑channel customer service environment.
• Excellent verbal and written communication skills.
• Proficiency with CRM software, Microsoft Office and digital communication tools.
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently in a remote setting while meeting performance metrics.

Preferred Skills

• Experience in pharmaceutical or healthcare services.
• Knowledge of HIPAA, FDA or other compliance standards.
• Bilingual proficiency (English/Spanish) is a plus.

Benefits

• Competitive salary of $69,618.88 per year.
• Comprehensive health, dental and vision coverage.
• Retirement savings plan with company match.
• Paid time off, holidays and flexible work schedule.
• Opportunities for career growth within Merck’s global network.

Frequently Asked Questions

Is this position fully remote?

Yes, the Customer Service Specialist role is remote, allowing you to work from anywhere in the Trenton, Mercer County area.

What experience is required for this job?

At least two years of multi‑channel customer service experience and strong communication skills are required.

What is the salary for this role?

The position offers a fixed annual salary of $69,618.88.