Customer Service Representative II, (Full Time-Remote)

Maximus is recruiting a Customer Service Representative II to support the CDC INFO national contact center program. The role provides accurate, professional assistance to the public, healthcare providers, and public health professionals through phone, email, chat, and SMS, while scheduling vaccines, sending kits, documenting inquiries, meeting quality metrics, and escalating issues as needed.

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, scheduling appointments and sending 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:

• • Monday through Friday
• • 8:00 AM to 4:30 PM Eastern Time
• • Attendance throughout the entire training period is required
• • Candidates must provide and use their own computer equipment and reliable internet connection during the training period
• • 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 / call center experience required
• • Must be able to speak and write English clearly and professionally
• • 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 occasionally work holidays or weekends to meet operational needs
• • Must be able to work alternate schedules
• • Internet speed of 25mbps or higher required / 50 Mpbs for shared internet
• • 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:

(Chromebooks, tablets, and notebooks are not

allowed)

• • 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 (not used for work purposes)
• • Must have a Web Cam for training and occasional internal meetings
• • Previous experience with phone systems, and headset preferred
• • Previous experience in a health-related environment preferred