Customer Service Representative II (Remote)

Customer Service Representative II (Remote) Description & Requirements Maximus is seeking a Non-Surge Customer Service Representative 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. The CSR will assist via phone, email, or chat, delivering up-to-date, reliable, and science-based health information on over 750 health and COVID-related topics. Essential Duties and Responsibilities: Provide customer service for routine inquiries through multiple channels (phone, email, chat, letters). Handle calls that are mostly routine but may require deviation from standard scripts and procedures. Use computerized systems for tracking, information gathering, and troubleshooting. Provide feedback, and input on call trends, processes, and training. Refer customers to published materials or senior staff as needed. Assist with scheduling vaccines and sending kits to the public, clinicians, and government officials, adhering to CDC and Maximus standards. Maintain knowledge of CDC policies and procedures to provide accurate responses. Document inquiries, appointments, and kits using CRM systems. Meet quality and performance metrics. Escalate issues appropriately. Suggest process improvements. Participate in meetings and training to stay updated. Minimum Qualifications: High School diploma or GED. At least six months of customer service, administrative, or call center experience. Proficient in English (speaking and writing). Ability to pass a written assessment. Excellent communication, listening, problem-solving, and customer service skills. Experience with PC, MS Word, and Outlook. Strong interpersonal and organizational skills. Ability to work independently and as part of a team. Willingness to undergo program update training and sign a nondisclosure agreement. Experience with phone systems and headsets preferred. Ability to work remotely in compliance with policies. Flexibility to work holidays, weekends, and alternate schedules. Home Office Requirements: Internet speed of at least 25 Mbps download and 10 Mbps upload. Preferred Windows or Mac OS (no Chromebooks or tablets). Hardwired internet connection. Private workspace and reliable power source. High School diploma or equivalent with 6 months of customer service experience. Additional Information: 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, or other protected characteristics. Pay will be based on the prevailing wage for the location, as determined by the Department of Labor. Salary history will not influence compensation decisions. #J-18808-Ljbffr MAXIMUS