Now Hiring - Merck & Co., Inc. - Medical Team Member - Contact Center in Austin, TX

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 National Service Center, Field Service Center, Promotional Contact Center and the Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all 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 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).

Location: Austin, TX area. Role is remote but does have possibility to convert to hybrid in the future. May have to come in office for training or meetings as needed.

Shift: This is role is shift based, with the shift being from 10:00 am 6:00 pm CT, Monday - Friday.

Primary Activities:

• Resolve customer questions and concerns effectively and efficiently through active listening

• Respond to National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and 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

Position Qualifications:

Education Minimum Requirement:

• Associate degree or 2 + years of equivalent experience such as medical, healthcare, or pharmaceutical call center experience

• Healthcare Professional Degree (e.g. RN/BSN) or equivalent healthcare experience

Required Experience and Skills:

• Healthcare experience or experience as a pharmaceutical Field Sales Representative

• Scientific Acumen

• Customer service/ 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

Preferred Experience and Skills:

• Experience working in a Customer Relationship Management (CRM) system

• Experience working in or with a Pharmaceutical/Vaccine Customer Contact Center

• Project Management

• Bachelors degree (BA/BS)

MSJR

EBRG

Vetjobs

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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US and Puerto Rico Residents Only:

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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:

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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, generally Tuesday, Wednesday and either Monday or 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.

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Requisition ID:R288302