Customer Service Specialist

Merck & Co. • North Wales, PA

293d • Onsite

About The Position

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions in our Company's National Service Center, Field Service Center, Promotional Contact Center and our Company's Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our Company products/vaccines and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The Customer Service Specialist is a customer facing role which has primary responsibility for managing unsolicited inquiries from Consumers and Employees who reach out to our Company's National Service Center and Field Service Center. The Specialist may also manage Healthcare Professional Inquiries for Samples, Patient Education material requests, and other non-product related inquiries. While current volumes are predominately from phone, these are multi-channel contact centers and volumes from other channels are expected to increase (i.e., chat, text, email).

Requirements

• High School Diploma/GED with at least 4 years of experience in the pharmaceutical or healthcare industry
• Ability to come into the North Wales (Upper Gwynedd), Pennsylvania and/or Austin, Texas offices as needed for business-related activities
• Ability to work a full-time, Monday through Friday schedule/shift, including 11am - 7pm EST
• Must have a reliable and high-speed internet connection suitable for remote work
• Ability to understand scientific information contained in prescribing information for products
• Basic understanding of pharmaceutical industry, including medical terminology
• Good typing/computer skills
• Scientific Acumen
• Customer Service/Experience
• Strong communication; written & verbal
• Customer centric focus
• Attention to detail

Nice To Haves

• Bachelor's degree in a healthcare field (BA/BS)
• Project Management
• Customer service/experience or aptitude

Responsibilities

• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue
• Respond to our Company's National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and our Company databases
• Document interactions, recording details of inquiries, complaints, comments, and actions taken, to include intake of Adverse Events and Product Quality Complaints
• Ensures the delivery of the desired customer experience for all customer/employee engagements
• Manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience
• Collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues
• Manage escalated customer requests to resolution for assigned projects and assess customer interactions to continually enhance the customer experience and achieve operational excellence

What This Job Offers

• Job Type: Full-time
• Industry: Chemical Manufacturing
• Education Level: High school or GED