CDC Customer Service Rep II (remote) Full Time NEW

Description & Requirements

Maximus is recruiting for a 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.

Please note:

• Shift: 11:30 AM – 8:00 PM Eastern Time, Monday – Friday
• Computer Equipment: You will need to use your own personal computer or

laptop during the (2-week) training period (Tablets, iPads, and Chromebooks are not

permitted.) Once training is complete, the program will provide you with equipment.

Essential Duties and Responsibilities:

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. 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, provide 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.
• Answer Incoming calls, emails, chats, SMS Text, and provide 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 but not limited to the confidentiality and privacy policy.

• Calls, emails, chats, vaccine appointments and sending out kits are predominantly

routine, but may require deviation from standard screens, scripts, and procedures.

• Utilize databases and written materials to look up and provide information to requests.
• Maintain up-to-date knowledge of CDC Public Responses, procedures, and policies to

provide knowledgeable responses to numerous inquiries in a courteous, timely and

professional manner.

• Track and document all inquiries, appointments, kits, using CRM and applicable

systems.

• Meet Quality Assurance (QA) and other key performance metrics.
• Escalate calls, emails, chat, scheduling or kit related issues to the appropriate

designated group.

• Continually look for and suggest process improvements, which will benefit Maximus,

CDC, and the public (inquirers).

• Attend meetings and training as requested and maintain up to date knowledge of

public response, programs, and systems.

• Extended hours (weekend and/or holiday) may be required on occasion, depending on business needs.

Minimum Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• May have additional training or education in area of specialization.

Please note: This position requires the use of your personal device for the duration of training (2 weeks). After training, equipment will be provided.

Home Office Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net)

• Minimum 5mpbs 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) or

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
• Must have a Web Cam for training and internal meetings

EEO Statement

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.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant’s salary history will not be used in determining compensation.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com .

Minimum Salary

$

17.75

Maximum Salary

$

24.16