Customer Service Representative II (Remote and Temporary)

Maximus is looking to fill a Limited-Service Customer Service Representative position supporting the CDC INFO program. This role involves providing information to the public and healthcare professionals through various communication channels, ensuring a high level of customer service and maintaining knowledge of CDC procedures and policies.

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
• Call, email, chat, 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 telephone, email, chat inquiries as well as scheduling appointments and sending out kits
• Maintain 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
• 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

Requirements:

• High School diploma or GED required
• 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
• Must be able to work from home and comply with remote working policies and requirements
• Flexibility - Required to work holidays, weekends and/or weekends to meet operational needs
• Must be able to work alternate schedules
• Internet speed of 25mbps or higher required / 50 Mbps for shared internet connectivity
• Minimum 5mbps upload speed
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home router
• 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
• Previous experience with phone systems, and headset preferred
• May have additional training or education in area of specialization