Senior Inbound Call Agent

Job Summary

To support the overnight operations, two full-time Senior Inbound Call Agents will assist with call handling, manage escalated inquiries, and collaborate with the Workforce Management team in a remote capacity, while being open to onsite training as needed.

Key responsibilities

• Assist Inbound Call Representatives with case inquiries and call handling
• Manage escalation calls and ensure service level KPIs are met during peak call volume
• Create a supportive atmosphere among the overnight team and share trends with team managers

Required qualifications

• High school diploma or GED required
• At least 18 months of contact center experience
• Knowledge of the Merck Home Again program
• Ability to multitask and manage varying call volumes effectively
• Must pass a federal level background check and drug screen