Customer Service Representative (Remote)

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:

Adopción de tecnología, Análisis de optimización, Centrado en el cliente, Cumplimiento normativo, Desarrollo de estrategias de precios, Direct-To-Consumer (DTC), Enfoque centrado en el cliente, Escucha activa, Gestión de atención al cliente, Gestión de calidad de datos, Gestión de la comunicación, Gestión de productos, Mejora de la experiencia del cliente, Orientado al detalle, Relaciones con consumidores, Soporte técnico para clientes, Terminología médica

Preferred Skills:

Current Employees apply HERE Current Contingent Workers apply HERE Solo para residentes en EE. UU. y

Puerto Rico:

Nuestra empresa está comprometida con la inclusión, velando para que las personas puedan participar en un proceso de contratación que muestre sus verdaderas capacidades. Haga clic aquí si necesita adaptaciones durante el proceso de solicitud o contratación. Somos un empleador que ofrece igualdad de oportunidades, comprometido con fomentar un lugar de trabajo inclusivo y diverso. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de raza, color, edad, religión, sexo, orientación sexual, identidad de género, origen nacional, estado de veterano protegido, o estado de discapacidad, u otras características protegidas legalmente aplicables. Para obtener más información sobre los derechos personales bajo las leyes de empleo de igualdad de oportunidades de los EE. UU., visite: EEOC Conozca sus derechos EEOC Suplemento GINA Transparencia de pago No discriminación Orgullosos de ser una empresa que adopta el valor de reunir a personas diversas, talentosas y comprometidas. La forma más rápida de lograr una innovación revolucionaria es cuando las ideas diversas se unen en un entorno inclusivo. Alentamos a nuestros colegas a desafiar respetuosamente el pensamiento de los demás y abordar los problemas de manera colectiva. 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 - $93,000.00 This 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:

Contrato indefinido

Relocation:

No relocation

VISA Sponsorship:

No Travel Requirements:

10%

Flexible Work Arrangements:

Remote Shift:

Not Indicated Valid Driving License:

No Hazardous Material(s): n/a

Job 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. Nuestra compañía es líder mundial de atención de la salud con una cartera diversificada de medicamentos con receta, vacunas y productos de salud animal. La diferencia entre potencial y logro radica en la chispa que alimenta la innovación y la creatividad; este es el espacio donde hemos codificado nuestro legado durante más de un siglo. Nuestro éxito está respaldado por la integridad ética, el impulso hacia adelante y una misión inspiradora para lograr nuevos hitos en la atención sanitaria global.