Customer Service Specialist (Remote)

Job Summary

Merck is seeking a Customer Service Specialist to work remotely from Boston, Suffolk County. In this role you will handle inbound inquiries across phone, chat, email and digital platforms, delivering compliant, high‑quality support to consumers, employees and healthcare professionals.

Key Responsibilities

• Manage a high volume of inbound customer contacts via multiple channels while maintaining service level agreements.
• Provide accurate product, policy and procedural information in line with regulatory and compliance standards.
• Resolve customer issues, process orders, and document interactions in the CRM system.
• Escalate complex cases to senior specialists or field service teams as needed.
• Collaborate with the National Service Center and Field Service Center to ensure consistent service delivery.
• Identify trends in customer feedback and suggest process improvements.
• Maintain up‑to‑date knowledge of Merck’s product portfolio, safety information and industry regulations.

Qualifications & Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years experience in a customer‑facing role, preferably in healthcare or pharmaceutical services.
• Excellent verbal and written communication skills; proficiency in chat and email etiquette.
• Strong computer literacy, including CRM, Microsoft Office and digital communication tools.
• Ability to work independently in a remote environment while meeting performance metrics.
• Detail‑oriented with strong problem‑solving abilities and a customer‑first mindset.
• Eligibility to work in the United States.

Compensation & Benefits

Annual salary: $62,275 (fixed). Merck offers a comprehensive benefits package including health, dental, vision, 401(k) matching, paid time off and professional development resources.

Frequently Asked Questions

Is this position fully remote?

Yes, the role is remote and can be performed from any location within Boston, Suffolk County.

What type of customers will I support?

You will assist consumers, Merck employees and, when required, healthcare professionals.

What are the core communication channels I’ll use?

Phone, live chat, email and other digital platforms managed through Merck’s Customer Service Center.