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 managing incoming inquiries via phone, email, chat, and SMS text. Beyond answering questions, you will assist users in scheduling vaccine appointments and coordinating the distribution of health kits. While the majority of interactions are routine, you will also be expected to handle deviations from standard scripts and procedures when necessary, utilizing databases and written materials to provide accurate, empathetic, and professional responses.

This is a temporary, remote position. As a key member of the team, you will maintain up-to-date knowledge of CDC public response procedures and policies, ensuring all interactions align with strict confidentiality and privacy standards. You will also contribute to the team's success by tracking all inquiries and documentation in CRM systems, meeting quality assurance metrics, and suggesting process improvements that benefit Maximus, the CDC, and the public.

Work Environment & Requirements

To succeed in this role, 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. This is a fully remote position; however, it requires you to use your own personal equipment. You must reside permanently in the Continental US and maintain a private, secure work area with a reliable internet connection (minimum 25 Mbps download, 5 Mbps upload) and a wired Ethernet connection.

Hiring Process & Application

Candidates 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 the CDC program evolves.

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. Reasonable accommodations are available for individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or impairment. If you require accommodation, please contact People Operations at applicantaccom@maximus.com.