We Hire America Jobs

Job Description

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).

Primary Activities and Responsibilities include and may not be limited to:

• 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

Qualifications:

Minimum 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

Preferred Qualifications:

• Bachelor’s degree in a healthcare field (BA/BS)

• Project Management

• Customer service/experience or aptitude

#MSJR

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

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 (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

EEOC GINA Supplement​

Pay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas 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 (https://www.msdprivacy.com/us/en/CCPA-notice/)

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”.

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:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

04/11/2025

*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.

Requisition ID: R341253