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.

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 utilize your judgment to handle deviations, troubleshoot issues, and refer complex matters to senior staff or published materials. You will be expected to maintain a deep knowledge of CDC public response procedures to ensure every interaction is courteous, timely, and professional.

Work Environment & Requirements

This is a temporary, fully remote position requiring you to work from a personal home office. 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 alternate schedules, holidays, and weekends to meet operational needs.

Equipment & Connectivity You are required to use your own personal equipment. The home office must include a private and secure work area with a reliable power source. Specific technical requirements include:

• Internet: A minimum speed of 25 Mbps (50 Mbps for shared connectivity) with at least 5 Mbps upload speed, connected via Category 5 or 6 ethernet cable.
• Computer: A personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) 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.
• Location: You must permanently reside in the Continental US.

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.

Accommodations 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.

Equal Opportunity & Compensation

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.

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.