Customer Service Rep II; Remote

Overview

Maximus is recruiting for a call center, Customer Service Rep II, to support our CDC INFO (Center for Disease Control) program.

CDC INFO is the CDC’s national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers customer service via phone, email, or chat to provide the most up‑to‑date, reliable, consistent, and science‑based health information on more than 750 health and COVID related topics.

• Training shift – Monday to Friday, 8:00 am to 4:30 pm EST.
• After training, regular shift – Monday to Friday, 10:00 am to 6:30 pm EST.
• Must be flexible and available to work occasional overtime, weekends, or holidays as needed.
• You must work and reside in the continental United States.
• You will need to provide your own computer equipment (PC or laptop);
  Windows or Mac only (no Chromebooks, tablets, or notebooks).
• Windows operating system – Windows 10 or Windows 11 (Windows 11 preferred).
• Mac operating system – Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3).
• You will need to use an approved headset.
• You must be able to work from home and comply with remote working policies and requirements.

• Internet download speed of at least 25 Mbps (50 Mbps if shared internet). Minimum upload speed 5 Mbps.
• Connectivity via Category 5 or 6 Ethernet patch cable to the home internet router.
• Personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed).
• Dedicated and secure work area with adequate power source.
• Must currently and permanently reside in the Continental U.S.
• Must have a smartphone to log into Maximus systems (not used for work purposes).
• Must have a webcam for training and occasional internal meetings.

• Provide customer service for basic and routine inquiries and problems via phone, email, web chat, SMS text, or written letters.
• Handle routine calls but may need to deviate from standard scripts and procedures.
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Provide feedback, and input on call trends, processes, procedures, and training as needed.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Answer incoming calls, emails, chats, SMS text, and assist in scheduling vaccines or sending out kits for the general public, clinicians, and government officials in accordance with all CDC and Maximus performance standards, policies, procedures, and protocols, including confidentiality and privacy policy.
• Utilize databases and written materials to look up information and schedule appointments or send kits.
• Maintain up‑to‑date knowledge of CDC Public Response procedures and policies.
• Track and document all inquiries, appointments, and kits using CRM and relevant systems.
• Meet Quality Assurance (QA) and key performance metrics.
• Escalate calls, emails, chats, scheduling, or kit‑related issues to the appropriate group.
• Continuously look for and suggest process improvements benefiting Maximus, CDC, and the public.
• Attend meetings and training as requested and keep knowledge current.

• High school diploma or equivalent with at least 6 months of customer service experience, or additional training or education in a related area.
• Six (6) months of customer service, administrative, or call center experience.
• Ability to speak and write English clearly and professionally.
• Successfully complete the written assessment.
• Highly effective communicator with strong empathetic customer service skills.
• Excellent listening, comprehension, communication (verbal and written), problem‑solving, and customer service skills.
• Experience working with a PC, MS Word, and Outlook.
• Demonstrated interpersonal and leadership skills; ability to organize simultaneous tasks.
• Proven ability to work as part of a team and independently.
• All CDC INFO personnel must undergo periodic program update training and sign a Statement of Understanding and Non‑Disclosure.
• Preferred: previous experience with phone systems and headset.
• Required to work holidays, weekends, and alternating schedules.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.

• Minimum Salary: $17.75
• Maximum Salary: $24.16