MA

Customer Service Rep II (Remote and Temporary)

Job summary

San Juan

Work model

Hybrid
2 weeks ago
Job description

About the Role

Maximus is recruiting for a Customer Service Rep II to support our CDC INFO program. CDC INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. We offer customer service via phone, email, or chat to provide reliable, science-based health information on over 750 health and COVID-related topics.

Please note: You must be available to work an 8-hour shift between 8:00am - 8:00pm EST, Monday - Friday. This is a temporary, remote position that requires the use of your own personal equipment.

Essential Duties and Responsibilities

  • Provide customer service for routine inquiries via telephone, email, web chat, or written letters.
  • Answer incoming communications and assist with vaccine scheduling or kit distribution for the general public, clinicians, and government officials.
  • Utilize databases and written materials to provide accurate information.
  • Maintain up-to-date knowledge of CDC procedures and policies.
  • Track and document all inquiries, appointments, and kits using CRM systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Escalate complex issues to the appropriate designated group.
  • Suggest process improvements to benefit Maximus, the CDC, and the public.
  • Attend required meetings and training sessions.

Minimum Requirements

  • High School diploma or equivalent.
  • Minimum of 6 months of customer service, administrative, or call center experience.
  • Ability to speak and write English clearly and professionally.
  • Successfully complete a written assessment.
  • Strong communication, listening, and problem-solving skills with an empathetic approach.
  • Experience working with a PC, MS Word, and Outlook.
  • Ability to work independently and as part of a team.
  • Must sign a Statement of Understanding and Non-Disclosure.
  • Flexibility to work holidays or weekends if required by operational needs.
  • Must permanently reside in the Continental US.

Home Office Requirements

  • Internet speed: 25mbps+ download (50mbps+ if shared) and 5mbps+ upload.
  • Connectivity: Must connect via Category 5 or 6 ethernet patch cable to the router.
  • Personal computer/laptop (Chromebooks, tablets, and notebooks are not allowed):
    • Windows: 10 or 11 (11 preferred)
    • Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3)
  • Private, secure work area with an adequate power source.
  • Smartphone required for system login (not for work tasks).
  • Web cam required for training and 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.