Customer Service Specialist (Remote)

The Customer Service Specialist role at Merck is a remote position serving customers, employees and healthcare professionals across the United States. This full‑time role offers a competitive salary of $81,652.71 per year.

Key Responsibilities

• Handle inbound inquiries via phone, chat, email and digital platforms for the National Service Center and Field Service Center.
• Provide accurate, compliant information and resolve issues promptly while maintaining high customer satisfaction.
• Document interactions in the CRM system and follow up on open cases.
• Escalate complex or sensitive matters to senior specialists or appropriate departments.
• Support cross‑functional teams by sharing customer insights and trends.

Qualifications & Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of experience in a customer‑facing role, preferably in healthcare or pharmaceutical services.
• Strong verbal and written communication skills; ability to convey complex information clearly.
• Proficiency with multi‑channel communication tools and CRM software.
• Demonstrated ability to work independently in a remote environment while meeting performance metrics.
• Knowledge of compliance standards (HIPAA, FDA) is a plus.

Benefits & Perks

• Competitive salary of $81,652.71 annually.
• Fully remote work setup with technology stipend.
• Comprehensive health, dental and vision coverage.
• 401(k) plan with company match.
• Paid time off and holiday schedule.
• Opportunities for professional development and internal mobility.

Frequently Asked Questions

What type of customers will I support in this role?

You will assist consumers, Merck employees and, when needed, healthcare professionals across multiple communication channels.

Is this position fully remote?

Yes, the role is 100% remote, allowing you to work from any location within the United States.

What are the required qualifications?

At least two years of customer‑service experience, strong communication skills, and proficiency with multi‑channel tools; a degree is preferred but not mandatory.