Customer Service Specialist (Remote)

Merck • Raleigh, NC

1d • Remote

About The Position

The Customer Service Specialist is a customer-facing role within the Customer Service Center (CSC) team, responsible for delivering high-quality service to consumers, employees, and, as needed, healthcare professionals. This position supports the National Service Center and Field Service Center and manages inbound inquiries across multiple communication channels, including phone, chat, email, and digital platforms. The Specialist provides accurate, compliant, and timely information using approved resources and internal systems. This role also serves as a designated point of contact for the intake, documentation, and reporting of adverse events and product quality complaints, ensuring adherence to regulatory and company standards. The Customer Service Specialist plays a key role in delivering a consistent customer experience while supporting operational excellence.

Requirements

• Demonstrated customer service experience or strong customer service aptitude
• Strong written and verbal communication skills
• High attention to detail with proficient computer and typing skills
• Ability to understand and apply scientific and product-related information
• Successfully complete all required training and certifications as a condition of continued employment.

Nice To Haves

• Prior contact center or customer service experience
• Scientific aptitude
• Medical Terminology
• Project management experience

Responsibilities

• Manage inbound customer and employee inquiries professionally and efficiently across multiple channels
• Utilize approved knowledge bases, prescribing information, medication guides, and internal systems to provide accurate responses
• Accurately document all interactions, including inquiries, complaints, adverse events, and actions taken
• Ensure consistent delivery of the desired customer experience across all engagements
• Support contact center workflows, procedures, and multi-channel communications
• Collaborate with internal stakeholders to support process improvements, operational changes, and issue escalation
• Manage assigned escalated requests through resolution and contribute to service quality initiatives

Benefits

• medical
• dental
• vision healthcare
• other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees