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 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 serve as the first point of contact for the general public, clinicians, and government officials. Your day will involve handling routine inquiries via phone, email, chat, and SMS text, while also assisting with scheduling vaccine appointments and distributing kits. While the majority of interactions follow standard scripts, you will be empowered to deviate from procedures when necessary to resolve 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, 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, track all interactions using CRM systems, and contribute to process improvements that benefit Maximus, the CDC, and the public.

Work Schedule & Requirements

To ensure optimal service coverage, 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. As this is a remote role, you must permanently reside in the Continental US and maintain a private, secure work area with a reliable internet connection (25 Mbps minimum, 5 Mbps upload) and a personal computer meeting specific operating system requirements.

Hiring Process & Application

Candidates must successfully complete a written assessment as part of the selection process. All selected personnel 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. We evaluate 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 accessing job postings, completing assessments, or participating in interviews, please contact People Operations at applicantaccom@maximus.com.