Description & Requirements
Maximus has an opening for a Customer Service Representative (CSR II Ops, non-surge) to support our CDC INFO program (Centers for Disease Control). CDC INFO is the CDC’s national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.
- You are required to provide your own equipment (computer, headset, monitors etc.) during the 2-week training period
- The CDC INFO program will provide equipment once training is successfully completed
- Must be flexible and available to work Monday – Friday, 11:30am – 8:00pm eastern time zone
- This is an SCA (Service Contract Agreement) role in which the pay rate is set by County and
state where the work will be performed.
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, from the 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 and provide assistance in scheduling vaccines or sending out kits.
-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, and 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"
Education and Experience 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 customer service assessment (with application)
-Highly effective communicator with strong ability to provide 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 preferred
-Must be able to work from home and comply with remote working policies and requirements
-Flexibility- Required to work holidays, weekends and /or weekends, when necessary, to meet operational needs
-Must be able to work alternate schedules
-Must be able to commit to 100% attendance during the 2 – week training period starting July 21st.
Remote / Work from Home Office Requirements
*** This position requires you to use your own personal computer device, during the training period (desktop or laptop) (Tablets, iPads, and Chromebooks are not permitted.)
Home Office Requirements
-Hardwired (ethernet) internet connection
-Required Internet speeds; minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to www.speedtest.net).
-Require OS, Windows or Mac (no Chromebooks)
OS for Windows – Windows 10 or Windows 11
OS for Mac – Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)
-Private work area and adequate power source
-Video calls may be requested on occasion. Proper background and attire are required
Minimum Requirements
- High School diploma or equivalent with 6 months of customer service experience.
- May have additional training or education in area of specialization.
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.
Minimum Salary
$ 17.75
Maximum Salary
$ 22.17
