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 up-to-date, reliable, and science-based health information on over 750 topics, including COVID-19.

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 resolve unique issues or provide empathetic support. You will act as a knowledgeable resource, utilizing databases and published materials to answer questions from the general public, clinicians, and government officials in a courteous and professional manner.

Work Environment & Requirements

This is a temporary, fully remote position. 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 alternate schedules, holidays, and weekends to meet operational needs.

Equipment & Connectivity This position requires the use of your own personal equipment. You must reside permanently in the Continental US and maintain a private, secure work area. Technical requirements include:

• Internet: A minimum of 25 Mbps download speed (50 Mbps for shared connectivity) and 5 Mbps upload speed, connected via Category 5 or 6 ethernet cable.
• Computer: A personal PC or laptop (Chromebooks, tablets, and notebooks are not permitted) running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey).
• Peripherals: A smartphone for system login, a webcam for training and meetings, and a headset.

Hiring Process & Application

Applicants must successfully complete a written assessment as part of the selection process. All selected personnel are required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as CDC protocols evolve.

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 impairment. If you require assistance 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 by locality. An applicant's salary history will not be used in determining compensation.