Medical Team Member, Customer Service Management

Job DescriptionThe 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 Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our 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 our 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).Certification is required to successfully complete training.Location:• Austin, TX or North Wales, PA 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 / 11:00 am - 7:00 ET.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 our company's 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.• May manage development and execution of customer/consumer/employee multi-channel communications, work flow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.• May 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.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 experienceRequired 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.• Project Management• Bachelor’s degree (BA/BS)NOTICE FOR INTERNAL APPLICANTSIn 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.#MSJRCurrent Employees apply HERECurrent Contingent Workers apply HEREUS 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.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 RightsEEOC GINA Supplement​Pay Transparency NondiscriminationWe 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 ActsU.S. Hybrid Work ModelEffective 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 OrdinanceLos 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 OrdinanceSearch Firm Representatives Please Read CarefullyMerck & 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:RegularRelocation:No relocationVISA Sponsorship:NoTravel Requirements:10%Flexible Work Arrangements:HybridShift:Not IndicatedValid Driving License:NoHazardous Material(s):n/aJob Posting End Date:11/16/2024• 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:R319471