[Hiring] Customer Service Representative @Merck

Role Description

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.

Qualifications

• High School Diploma or GED, or equivalent customer care experience and aptitude.

Requirements

• 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.

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 Adoption

Benefits

• Comprehensive package of benefits including 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.

Salary Information

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.