Job Description
Position Overview
The Customer Service Representative (CSR) is a customer-facing role within the Customer Service Center (CSC) team. The CSC team is responsible for driving, managing, and delivering remote, two-way customer service engagements across multiple communication channels, including digital, social, chat, phone, and mail. The team supports customer, consumer, and employee inquiries for all our Company products, vaccines, and company information requests, and serves as the primary intake point for U.S. adverse events and product quality complaints.
In this role, the Customer Service Representative is primarily responsible for resolving inquiries received through the Promotional Contact Center (PCC) from consumers and healthcare professionals. The PCC manages inquiries generated from our Company advertising that includes an 800-number (e.g., Direct-to-Consumer advertising), provides technical and Q&A support for our Company's Portal and Clinical Trials, and manages calls to our Company's Switchboard.
Primary Responsibilities
Resolve customer questions and concerns efficiently by actively listening, communicating clearly, and ensuring full understanding of inquiries or issues.
Respond to Promotional Contact Center calls using approved scripts and response guidance.
Provide support for our Company's Portal and Clinical Trial inquiries using approved response documents.
Route our Company's Switchboard calls to the appropriate our Company's employee or department.
Accurately document all interactions, including details of inquiries, complaints, comments, actions taken, and intake of adverse events.
Manage fulfillment of outgoing correspondence and coordinate product retrievals related to product quality complaints.
Successfully complete all required training and certifications as a condition of continued employment.
Shifts vary from 8AM EST - 7 PM EST
Minimum Education Requirement
· High School Diploma or GED, or equivalent customer care experience and aptitude.
Required Experience and Skills
Customer service experience or demonstrated aptitude for delivering customer care.
Strong written and verbal communication skills.
Demonstrated customer-centric mindset.
Strong attention to detail.
Proficient typing and general computer skills.
Ability to pass required certification upon completion of training to demonstrate role proficiency.
Preferred Qualifications
Prior customer care or customer service experience.
Some medical terminology
Associates degree
#MSJR
Required Skills:
Active Listening, Client-Centric, Communication Management, Consumer Relations, Customer Centric Focus, Customer Experience Improvement, Customer Service Management, Customer Technical Support, Data Quality Management, Detail-Oriented, Developing Pricing Strategies, Direct-To-Consumer (DTC), Medical Terminology, Optimization Analytics, Product Management, Regulatory Compliance, Technology AdoptionPreferred Skills:
Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
The salary range for this role is
$59,100.00 - $93,000.00This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
No relocationVISA Sponsorship:
NoTravel Requirements:
10%Flexible Work Arrangements:
RemoteShift:
Not IndicatedValid Driving License:
NoHazardous Material(s):
n/aJob Posting End Date:
04/30/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.