Customer Service Representative at Maximus

About the Role

Maximus is recruiting for a Customer Service Rep II to support the CDC INFO program, the Centers for Disease Control and Prevention's national contact center. This role serves as a critical bridge between the CDC and the public, healthcare providers, and public health professionals. The primary mission is to deliver the most up-to-date, reliable, consistent, and science-based health information on over 750 health and COVID-related topics.

In this position, you will be the voice of CDC INFO, providing customer service via phone, email, chat, and SMS text. Your day-to-day involves assisting callers with routine inquiries, scheduling vaccine appointments, and coordinating the distribution of health kits. While many interactions follow standard scripts, you will also exercise judgment to handle deviations, troubleshoot issues, and refer complex cases to senior staff or published materials. Success in this role requires maintaining a courteous, timely, and professional demeanor while adhering to strict confidentiality and privacy protocols.

Work Environment & Requirements

This is a temporary, remote position requiring you to work from a private, secure home office in the Continental US. You must be available to work an 8-hour shift between 8:00 AM and 8:00 PM EST, Monday through Friday, with flexibility to work alternate schedules, holidays, and weekends as operational needs dictate.

A key aspect of this role is the requirement to use your own personal equipment. Candidates must possess a personal computer (Windows 10/11 or Mac OS) and a high-speed internet connection (25 Mbps download minimum) via an Ethernet cable. A webcam and a smartphone for system login are also required. All personnel must sign a Statement of Understanding and Non-Disclosure and undergo periodic program update training.

Equal Opportunity

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 legally protected characteristics.

Work location

Work model: Remote

Granchina, Calle Guayama, 00917, United States

Key Responsibilities

check_circleMaintain up-to-date knowledge of CDC policies and procedures to ensure professional and timely responses
check_circleAnswer incoming calls, emails, chats, and SMS texts to provide health information and assistance
check_circleUtilize databases and CRM systems to track inquiries, appointments, and kit shipments
check_circleSuggest process improvements to benefit the organization, CDC, and the public
check_circleProvide accurate, science-based health information on over 750 topics via multiple communication channels
check_circleAttend required meetings and training sessions to maintain current knowledge of programs and systems
check_circleSchedule vaccine appointments and coordinate the distribution of health kits for the public and professionals
check_circleEscalate complex issues regarding calls, emails, or scheduling to appropriate designated groups
check_circleMonitor and meet Quality Assurance metrics and other key performance indicators

Requirements

verifiedHigh School diploma or equivalent
verified6 months customer service experience
verifiedExperience with PC, MS Word, and Outlook
verifiedMust reside in Continental US
verifiedInternet speed 25mbps or higher
verifiedWindows 10/11 or Mac OS
verifiedPersonal computer (no Chromebooks/tablets)
verifiedSmartphone for system login

Nice to Have

Previous experience with phone systems and headset. Windows 11 operating system.

Skills, education and keywords

Skills: Customer Service, MS Word, Outlook, Phone Systems, Headset, English.

Education: High School diploma or equivalent required.

Frequently asked questions about Customer Service Rep II (Remote and Temporary) at Maximus

What does a Customer Service Rep II (Remote and Temporary) at Maximus do?expand_more

Day-to-day, the Customer Service Rep II (Remote and Temporary) at Maximus will maintain up-to-date knowledge of cdc policies and procedures to ensure professional and timely responses; answer incoming calls, emails, chats, and sms texts to provide health information and assistance; utilize databases and crm systems to track inquiries, appointments, and kit shipments; and suggest process improvements to benefit the organization, cdc, and the public.

What are the requirements for this Customer Service Rep II (Remote and Temporary) role?expand_more

To qualify for the Customer Service Rep II (Remote and Temporary) at Maximus position, applicants should have: High School diploma or equivalent; 6 months customer service experience; Experience with PC, MS Word, and Outlook; Must reside in Continental US; Internet speed 25mbps or higher; and Windows 10/11 or Mac OS.

Where is the Customer Service Rep II (Remote and Temporary) role at Maximus located?expand_more

Customer Service Rep II (Remote and Temporary) at Maximus is based in Granchina, Calle Guayama, 00917, United States. This is a remote role.

Is this Customer Service Rep II (Remote and Temporary) job remote, hybrid, or on-site?expand_more

Maximus has listed this Customer Service Rep II (Remote and Temporary) role as remote.

How much experience is required for this Customer Service Rep II (Remote and Temporary) role?expand_more

Customer Service Rep II (Remote and Temporary) at Maximus typically requires 0.5+ years of relevant experience at the entry level level.

What skills do you need for the Customer Service Rep II (Remote and Temporary) role at Maximus?expand_more

Key skills for Customer Service Rep II (Remote and Temporary) at Maximus include Customer Service; MS Word; Outlook; Phone Systems; Headset; and English.

What education is required for Customer Service Rep II (Remote and Temporary) at Maximus?expand_more

Educational requirements for this role: High School diploma or equivalent required.

What category does the Customer Service Rep II (Remote and Temporary) role belong to?expand_more

Customer Service Rep II (Remote and Temporary) at Maximus is part of the customer services job category on Recrutus.

Customer Service Rep II (Remote and Temporary)