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, and science-based health information on over 750 health and COVID-related topics.

As a representative, 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 expected to handle deviations, troubleshoot issues using computerized systems, and refer complex matters to senior staff or published materials when necessary.

This is a temporary, remote position requiring you to work from your own personal equipment. You will be expected to maintain up-to-date knowledge of CDC public response procedures and policies to ensure all responses are courteous, timely, and professional. The role involves tracking all interactions in a CRM system, meeting quality assurance metrics, and actively suggesting process improvements to benefit Maximus, the CDC, and the public.

Work Schedule & Requirements

Candidates 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. All personnel must permanently reside in the Continental US and comply with remote working policies.

Home Office Setup This position requires the use of your own personal device. You must have a private and secure work area with a reliable internet connection (25 Mbps download / 5 Mbps upload minimum). Connectivity must be established via a Category 5 or 6 ethernet patch cable to your router. Acceptable devices include Windows 10/11 or Mac (Big Sur, Catalina, or Monterey) computers; Chromebooks, tablets, and notebooks are not permitted. A webcam is required for training and occasional internal meetings, and a smartphone is needed to log into Maximus systems.

Hiring Process

Applicants must successfully complete a written assessment as part of the selection process. Selected candidates will be required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as the CDC program evolves.

Equal Opportunity & Accommodations

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.

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—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at applicantaccom@maximus.com.

Compensation

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. This wage rate varies depending on locality. An applicant's salary history will not be used in determining compensation.