Description & Requirements Maximus is recruiting for a Customer Service Rep II , to support our CDC INFO (Center for Disease Control) program. CDC INFO is the CDC’s national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers customer service via phone, email, or chat to provide the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

Hours of operation 8:00 AM - 8:00 PM, Monday - Friday. Must be flexible and

available to accept either an 8:00 AM - 4:30 PM Eastern time shift or an

11:30 AM - 8:00 PM Eastern time shift depending on availability, at time of offer.

• Computer Equipment: You will need to use your own personal computer or

laptop during the (2-week) training period (Tablets, iPads, and Chromebooks are not

Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

• 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.

• Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling

accordance with all CDC and Maximus performance standards, policy and procedures,

and protocols including but not limited to the confidentiality and privacy policy.

• Calls, emails, chats, vaccine appointments and sending out kits are predominantly

Utilize databases and written materials to look up and provide information to requests.

• Maintain up - to - date knowledge of CDC Public Responses, procedures, and policies to

Track and document all inquiries, appointments, kits, using CRM and applicable

Meet Quality Assurance (QA) and other key performance metrics.

• Escalate calls, emails, chat, scheduling or kit related issues to the appropriate

Continually look for and suggest process improvements, which will benefit Maximus,

Attend meetings and training as requested and maintain up to date knowledge of

Extended hours (weekend and/or holiday) may be required on occasion, depending on

High School diploma or equivalent with 6 months of customer service experience.

• May have additional training or education in area of specialization.

Minimum of a High School diploma or equivalent, with 6 months of experience

This position requires strong MS Office and Windows/Internet search skills.

• Experience working in a Call Center, Healthcare (public health, clinical, customer

service, similar) environment preferred.

* This position requires the use of your personal computer or laptop equipment. (Home Office Requirements:

• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

Personal computer or laptop with one of the following operating systems:

Windows: 10 or 11 (Windows 11 is preferred) or

Private and secure work area and adequate power source

• Must have a Web Cam for training and internal meetings

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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. Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.