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About the Role

The Customer Service Management (CSM) team drives, manages, and implements remote customer service engagements across various communication channels. This role focuses on managing unsolicited inquiries from Healthcare Providers and also handles select Consumer and Employee inquiries, serving as a key point of contact for adverse events and product quality complaints.

Responsibilities

• Resolve customer questions and concerns effectively and efficiently through active listening.
• Respond to inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and company databases.
• Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries.
• Document interactions, recording details of inquiries, complaints, comments, and actions taken, including adverse events and product quality complaints.
• Ensure the delivery of the desired customer experience for all customer/employee engagements.
• Manage development and execution of multi-channel communications, workflow processes, and operating procedures for effective contact center operations.
• Implement new strategies, share status of operations and key performance metrics, and manage escalated issues.
• Manage escalated customer requests to resolution and continually enhance the customer experience to achieve operational excellence.

Requirements

• Bachelor’s degree (BA/BS)
• Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience
• Healthcare experience or experience as a pharmaceutical Field Sales Representative
• Ability to work the required hours for this role: 11:00 AM - 7:00 PM EST
• Scientific Acumen
• Exceptional Customer Service skills & experience
• Strong communication; written & verbal
• Ability to summarize clinical trial/scientific information
• Customer-centric focus
• Attention to detail
• Good typing/computer skills
• Ability to understand scientific information contained in Prescribing Information for products
• Must pass certification upon the completion of training to demonstrate proficiency in role
• Meet all compliance, quality and productivity metrics

Skills

• Adaptability
• Business Process Management (BPM)
• Change Management
• Clinical Trials
• Communication Methods
• Communication Strategy Development
• Contact Center Operations
• Customer Centric Focus
• Customer Experience Improvement
• Customer Experience Management
• Customer Management
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Service
• Customer Service Management
• Detail-Oriented
• Digital Communications
• Digital Marketing
• Direct Marketing
• Market Development
• Marketing
• Market Research
• Operational Excellence
• Pharmaceutical Sales
• Product Management
• Project Management
• Quantitative Analytics

Location

• Remote

Work Type

• Remote
• Regular

Experience Level

• Healthcare experience or experience as a pharmaceutical Field Sales Representative

Education Level

• Bachelor’s degree (BA/BS)
• Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience

Salary/Compensations

• $106,200.00 - $167,200.00

Benefits

• 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
• Annual bonus and long-term incentive, if applicable

About the Company

• 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.
• 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.

Equal Opportunity

• 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: EEOC Know Your Rights
• EEOC GINA Supplement
• Learn more about your rights, including under California, Colorado and other US State Acts
• 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