Customer Service Specialist (Remote)

The Customer Service Specialist role at Merck is a remote, customer‑facing position supporting the National Service Center and Field Service Center. You will handle inbound inquiries via phone, chat, email and digital platforms for consumers, employees and healthcare professionals.

Key Responsibilities

• Respond to inbound customer contacts across multiple channels with accuracy, compliance and a high‑service standard.
• Provide product information, troubleshoot issues and guide customers through resolution steps.
• Document interactions in the CRM system, ensuring data integrity and timely follow‑up.
• Escalate complex cases to appropriate specialists while maintaining ownership until closure.
• Support field service teams by relaying critical information and coordinating follow‑up actions.
• Contribute to continuous‑improvement initiatives by sharing insights and suggesting process enhancements.

Qualifications & Skills

• High school diploma or equivalent; additional education or certifications in customer service is a plus.
• Excellent written and verbal communication skills.
• Proven ability to handle high‑volume inbound inquiries while maintaining quality.
• Strong problem‑solving aptitude and attention to detail.
• Comfortable using multiple digital platforms, CRM tools and Microsoft Office suite.
• Ability to work independently in a remote environment and collaborate with distributed teams.

Benefits & Compensation

• Competitive annual salary of $83,280.31.
• Comprehensive health, dental and vision plans.
• Retirement savings options with company match.
• Flexible remote work arrangement.
• Professional development and training resources.

Frequently Asked Questions

What type of communication channels will I use in this role?

You will handle phone calls, live chat, email and other digital platforms to assist consumers, employees and healthcare professionals.

Do I need prior experience in the pharmaceutical industry?

While industry experience is beneficial, Merck focuses on strong customer‑service skills, communication ability and problem‑solving aptitude.

Is this position fully remote?

Yes, the Customer Service Specialist role is fully remote, allowing you to work from anywhere within the United States.