CDC Customer Service Rep II (remote)

About the Role

Maximus is recruiting for a Customer Service Rep II to support the CDC INFO program. CDC INFO serves as the Centers for Disease Control and Prevention's national contact center, delivering up-to-date, reliable, consistent, and science-based health information to the public, healthcare providers, and public health professionals. The role covers over 750 health and COVID-related topics, providing support via phone, email, chat, and SMS text.

In this position, you will be the primary point of contact for routine inquiries and complex problems. Your day will involve answering calls, managing emails, and facilitating chat interactions to assist callers in scheduling vaccines or requesting health kits. While the majority of interactions follow standard scripts, you will also exercise judgment to deviate from procedures when necessary to resolve unique issues. You will utilize databases and CRM systems to track inquiries, document appointments, and ensure all interactions meet strict CDC and Maximus performance standards regarding confidentiality and privacy.

Work Environment & Equipment

This is a remote position requiring a dedicated, private, and secure work area within the Continental US. During the initial two-week training period, candidates must use their own personal computer or laptop (Chromebooks, tablets, and iPads are not permitted). Once training is complete, the program will provide the necessary equipment.

To ensure seamless operations, the home office must have an internet connection of at least 25 Mbps (50 Mbps for shared connectivity) with a minimum upload speed of 5 Mbps. Connectivity must be established via a Category 5 or 6 ethernet patch cable to the router. Additionally, candidates must possess a smartphone for system login and a webcam for training and internal meetings.

Hiring Process & Application

Applicants must currently and permanently reside in the Continental US and possess a high school diploma or equivalent with at least six months of customer service experience. Extended hours, including weekends and holidays, may be required based on business needs.

Maximus is committed to a fair and accessible hiring process. Reasonable accommodations are available for individuals requiring assistance due to a disability, medical condition, or impairment. If you need support during any phase of the employment process, including accessing job postings, completing assessments, or participating in interviews, please contact People Operations at applicantaccom@maximus.com.

Equal Opportunity & Compensation

Maximus is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or other legally protected characteristics. For this contract position, Maximus will pay the prevailing wage rate for the specific location as determined by the Department of Labor. An applicant's salary history will not be used in determining compensation.