Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_on328, West Ardenwood Drive, Ardenwood, Mid City, Baton Rouge, East Baton Rouge Parish, Louisiana, 70806, United States
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 be the primary point of contact for inquiries received via phone, email, chat, and SMS text. Your day-to-day involves providing assistance to the general public, clinicians, and government officials, including scheduling vaccine appointments and coordinating the distribution of health kits. While the majority of interactions are routine, you will also handle complex situations that require deviation from standard scripts and procedures, utilizing your judgment to provide empathetic and professional support.
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.
Please note that this role requires the use of your own personal equipment. Candidates must meet specific technical requirements, including a high-speed internet connection (25 Mbps download minimum), a wired Ethernet connection, and a personal computer running Windows 10/11 or Mac OS (Chromebooks and tablets are not permitted). A smartphone and webcam are also required for system login and training purposes.
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, and other legally protected characteristics.
Work location
Work model: Remote
328, West Ardenwood Drive, Ardenwood, Mid City, Baton Rouge, East Baton Rouge Parish, Louisiana, 70806, United States
Baton Rouge, Louisiana
Key Responsibilities
- 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_circleProvide accurate, science-based health information on over 750 topics via multiple communication channels
- check_circleSuggest process improvements to benefit the organization and public health outcomes
- check_circleSchedule vaccine appointments and coordinate the distribution of medical kits for the public and professionals
- check_circleEscalate complex scheduling or kit issues to appropriate designated groups when necessary
- check_circleMaintain up-to-date knowledge of CDC policies and procedures to ensure compliant responses
- 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.
Similar Job Opportunities
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
In this Customer Service Rep II (Remote and Temporary) at Maximus role, you will 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; provide accurate, science-based health information on over 750 topics via multiple communication channels; and suggest process improvements to benefit the organization and public health outcomes.
What are the requirements for this Customer Service Rep II (Remote and Temporary) role?expand_more
Maximus is looking for candidates who meet the following requirements: 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 328, West Ardenwood Drive, Ardenwood, Mid City, Baton Rouge, East Baton Rouge Parish, Louisiana, 70806, 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.