CDC Customer Service Rep II (remote)

Maximus is recruiting for a Customer Service Rep II to support their CDC INFO program, which serves as a national contact center for public health information. The role involves providing customer service through various channels and requires maintaining up-to-date 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
• 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

Requirements:

• High School diploma or equivalent
• 6 months of customer service experience
• 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 internet router
• Personal computer or laptop with one of the following operating systems: Windows 10 or 11, 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
• Windows 11 is preferred