Customer Service Specialist (Remote)

Join Merck as a Customer Service Specialist working remotely from Cammack Village, Pulaski County, US, with a competitive annual salary of $99,215.33. In this role you’ll deliver high‑quality support to consumers, employees and healthcare professionals across phone, chat, email and digital channels.

Key Responsibilities

• Handle inbound inquiries via multiple communication platforms, ensuring accurate, compliant, and timely responses.
• Provide product information, troubleshoot issues, and guide customers through resolution processes.
• Maintain detailed records of interactions in the CRM system and follow up on open cases.
• Collaborate with the National Service Center and Field Service Center to escalated matters and share best practices.
• Identify trends in customer feedback and suggest process improvements.
• Adhere to data‑privacy regulations and Merck’s internal compliance policies.

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of experience in a customer‑service or call‑center environment, preferably in healthcare or pharmaceutical settings.
• Excellent verbal and written communication skills; proficiency in English.
• Strong computer aptitude, including CRM, Microsoft Office, and digital chat platforms.
• Ability to work independently in a remote setting while meeting performance metrics.
• Flexibility to work varied shifts, including evenings and weekends, as needed.

Preferred Skills

• Experience with HIPAA or other healthcare compliance standards.
• Multilingual abilities.
• Familiarity with ticketing systems and data analytics tools.

Benefits & Compensation

• Annual salary: $99,215.33
• Comprehensive health, dental and vision insurance.
• Paid time off and holidays.
• Remote work flexibility with home office stipend.
• Professional development and tuition assistance programs.

How to Apply

Submit your resume and a brief cover letter highlighting your customer service experience and why you’re a fit for Merck’s remote team.

Frequently Asked Questions

What type of work schedule is offered for this remote position?

The role requires flexibility to cover varied shifts, including evenings and weekends, to meet customer demand.

Do I need prior pharmaceutical experience to apply?

While experience in healthcare or pharmaceutical customer service is preferred, strong general customer‑service skills are acceptable.

What equipment is required for remote work?

A reliable high‑speed internet connection, a computer that meets Merck’s specifications, and a quiet workspace are required; Merck provides a home office stipend.