Customer Service Rep II; Remote

Essential Duties and Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (telephone, emails, web chats, or written letters).
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, and input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Customer service is the primary function.
• Answers incoming calls, emails, chats, SMS text, and provides assistance in scheduling vaccines or sending out kits, from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including confidentiality and privacy policy.
• Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Utilizes databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits.
• Maintains up-to-date knowledge of CDC Public Response procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner.
• Tracks and documents all inquiries, appointments, kits, using CRM and applicable systems.
• Meets Quality Assurance (QA) and other key performance metrics.
• Escalates calls, emails, chat, scheduling or kit related issues to the appropriate designated group.
• Continuously looks for and suggests process improvements, which will benefit MAXIMUS, CDC, and the public.
• Attends meetings and training as requested and maintains up to date knowledge of public response, programs, and systems.

• High School diploma or equivalent with 6 months of customer service experience.
• May have additional training or education in area of specialization.
• Minimum six (6) months customer service/administrative/ call center experience required.
• Must be able to speak and write English clearly and professionally.
• Successfully complete the written assessment.
• Highly effective communicator with strong ability to provide an excellent empathetic customer experience.
• Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills.
• Experience working with a PC, MS Word and Outlook required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team, as well as independently.
• All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes.
• All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure.
• Previous experience with phone systems, and headset preferred.
• Must be able to work from home and comply with remote working policies and requirements.
• Flexibility — required to work holidays, weekends and/or alternate schedules to meet operational needs.

Please Note:
This position requires the use of your own personal device.

• Internet speed of 25 mbps or higher required / 50 mpbs for shared internet connectivity.
• Minimum 5 mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems:
  • Windows: 10 or 11 (Windows 11 is preferred)
  • Mac:
    Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3)
• Private and secure work area and adequate power source.
• Must currently and permanently reside in the Continental US.
• Must have a smartphone which will be required to log into Maximus systems (not used for work purposes).
• Must have a Web Cam for training and occasional internal meetings.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard…