CSR II Call Center CDC (remote)

Job Summary

Maximus is seeking a Customer Service Representative II (CSR II) for a remote call center position supporting the CDC INFO program. CDC INFO is the national contact center for the Centers for Disease Control and Prevention, providing reliable health information via phone, email, or chat on over 750 health and COVID-related topics.

Schedule Flexibility

• Training: Monday - Friday, 8:00 AM - 4:30 PM Eastern Time (First 2 weeks)
• Opening Shift: Monday - Friday, 8:00 AM - 4:30 PM Eastern Time
• Closing Shift: Monday - Friday, 11:30 AM - 8:00 PM Eastern Time
• Flexibility is required to accept either an opening or closing shift. Occasional holidays and weekends may be required based on business needs.

Equipment Requirements

• During Training (First 2 weeks): You must use your own personal computer (laptop or PC). Tablets, iPads, and Chromebooks are not permitted.
• After Training: Maximus will provide a laptop, monitor, keyboard, and mouse.

Essential Duties and Responsibilities

• Provide customer service for basic and routine inquiries and problems through various channels (phone, email, chat, written correspondence).
• Handle predominantly routine calls, with the ability to deviate from standard procedures when necessary.
• Utilize a computerized system for tracking, information gathering, and troubleshooting.
• Provide feedback on call trends, processes, procedures, and training.
• Refer customers to published materials, secondary sources, or senior staff when appropriate.

Minimum Requirements

• High School diploma or equivalent.
• Minimum of six (6) months of customer service, administrative, or call center experience.
• Must be able to speak and write English clearly and professionally.
• Successfully complete the Customer Service assessment.

Experience, Education, and Skills Requirements

• Minimum six (6) months of customer service, administrative, or call center experience.
• Strong ability to provide an excellent and empathetic customer experience.
• Excellent listening, comprehension, communication (verbal and written), problem-solving, and customer service skills.
• Proficient in using a PC, MS Word, and Outlook.
• Demonstrated excellent interpersonal and leadership skills.
• Ability to organize simultaneous tasks effectively.
• Proven ability to work both independently and as part of a team.
• Willingness to undergo periodic program update training as required by the contract.
• Must sign a Statement of Understanding and Non-Disclosure.
• Previous experience with phone systems and headsets is preferred.
• Must be able to work from home and comply with remote working policies.
• Must currently and permanently reside in the Continental US.

Home Office Requirements

• Internet: Minimum 25 Mbps download speed / 5 Mbps upload speed. (50 Mbps download for shared connectivity). Test at www.speedtest.net.
• Connectivity: Wired connection via Category 5 or 6 Ethernet patch cable to the home internet router.
• Computer: Personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems:
  • Windows: 10 or 11 (Windows 11 preferred)
  • Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3)
• Work Area: A private, secure work area with an adequate power source.
• Smartphone: Required for logging into Maximus systems (not for work calls).
• Web Cam: Required for training and occasional internal meetings.

Compensation

• Minimum Salary: $17.75
• Maximum Salary: $24.16

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.