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 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 expected to handle deviations, troubleshoot issues using computerized systems, and escalate complex matters to senior staff or designated groups when necessary. You will play a key role in maintaining the integrity of the CDC's public response by ensuring all interactions are courteous, timely, and compliant with strict confidentiality and privacy policies.

Work Environment & Requirements

This is a temporary, fully remote position requiring you to work from a private, secure area within 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.

A key requirement for this role is the use of your own personal equipment. You must possess a personal computer or laptop (Chromebooks, tablets, and notebooks are not permitted) running Windows 10/11 or Mac OS Big Sur/Catalina/Monterey. Additionally, you must have a high-speed internet connection (25 Mbps download / 5 Mbps upload) via a Category 5 or 6 ethernet cable, a smartphone for system login, and a webcam for training and meetings.

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.

For individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or impairment, please contact People Operations at applicantaccom@maximus.com to request reasonable accommodations.

Equal Opportunity & Compensation

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.

For positions on this contract, Maximus will pay the prevailing wage rate for the specific location as determined by the Department of Labor. This wage rate varies by locality, and an applicant's salary history will not be used in determining compensation.