Customer Service Rep II (Remote and Temporary)

About the Role

Maximus is recruiting for a Customer Service Rep II to support the CDC INFO program, the CDC's national contact center. This role serves as a critical bridge between the public, healthcare providers, and public health professionals, delivering 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 provide customer service via phone, email, chat, and SMS text. Your primary function is to assist callers with routine inquiries, schedule vaccine appointments, and coordinate the distribution of health kits. While the majority of interactions follow standard scripts, you will also be empowered to deviate from procedures when necessary to address unique customer needs. You will act as a knowledgeable resource, utilizing databases and published materials to provide accurate responses in a courteous, timely, and professional manner.

This is a temporary position designed for individuals who thrive in a remote environment. You will be expected to work independently as well as collaborate as part of a team, contributing feedback on call trends and process improvements to benefit Maximus, the CDC, and the public.

Work Requirements & Setup

This role requires a dedicated home office setup. You must be available to work an 8-hour shift between 8:00 AM and 8:00 PM EST, Monday through Friday. Flexibility is required to work holidays, weekends, or alternate schedules to meet operational needs.

Equipment & Connectivity

You must provide your own personal computer or laptop (Chromebooks, tablets, and notebooks are not permitted) and a secure internet connection. The home office must include:

• Internet: A minimum speed of 25 Mbps (50 Mbps for shared connectivity) with at least 5 Mbps upload speed. Connectivity must be established via a Category 5 or 6 Ethernet patch cable to the router.
• Hardware: A personal computer running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey), a webcam for training and meetings, and a smartphone for system login purposes.
• Environment: A private, secure work area with an adequate power source.

Candidates must permanently reside in the Continental US. All personnel are required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as the CDC program evolves.

Hiring Process & Application

To apply, candidates must successfully complete a written assessment. The process includes an evaluation of communication skills, problem-solving abilities, and customer service aptitude.

Accommodations

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

Equal Opportunity Employer

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. 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. An applicant's salary history will not be used in determining compensation.