Sr. Specialist, Shared Services Management - Medical Team Member

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 the company's National Service Center, Field Service Center, Promotional Contact Center and company's Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our company's 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 Medical Team Member is a customer-facing role which has primary responsibility for managing unsolicited inquiries from Healthcare Providers who reach out to the company's National Service Center. This role will also answer select Consumer and Employee inquiries as needed. 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). The expected working hours for this role are 11:00 AM to 7:00 PM EST. Primary Activities: Resolve customer questions and concerns effectively and efficiently through active listening Respond to our company's National Service Center and Field Service Center 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 inquires 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 both internal and external stakeholders’ multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient 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 Qualifications: Minimum 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 Preferred Experience and Skills: Experience working in a Customer Relationship Management (CRM) system Project Management Required Skills: Adaptability, Adaptability, Business Process Management (BPM), Change Management, Clinical Trials, Communication Methods, Communication Strategy Development, Contact Center Operations, Customer Centric Focus, Customer Experience Management, Customer Management, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Management, Detail-Oriented, Digital Communications, Digital Marketing, Direct Marketing, Market Development, Market Research, Operational Excellence, Pharmaceutical Sales, Product Management, Project Management, Quantitative Analytics {+ 1 more} Preferred 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: EEOC Know Your Rights EEOC GINA Supplement​ 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 The salary range for this role is $106,200.00 - $167,200.00 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: Regular 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: 06/24/2026*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. Requisition ID:R401028 Apply To This Job