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, consistent, 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 in scheduling vaccine appointments and sending out kits, while also answering general inquiries from the public, clinicians, and government officials. You will utilize databases and CRM systems to track inquiries, document appointments, and troubleshoot issues, ensuring all interactions adhere to CDC and Maximus performance standards, policies, and confidentiality protocols.

This is a temporary, remote position requiring you to use your own personal equipment. You will be expected to maintain up-to-date knowledge of CDC public response procedures and contribute to process improvements that benefit the program and the public.

Work Schedule & Requirements

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 holidays, weekends, and alternate schedules to meet operational needs. All personnel must permanently reside in the Continental US and comply with remote working policies.

Home Office Requirements:

To ensure a secure and efficient workflow, this role requires a private and secure work area with a reliable internet connection (25 Mbps or higher; 50 Mbps for shared connectivity) and a minimum upload speed of 5 Mbps. Connectivity must be established via a Category 5 or 6 ethernet patch cable to the home router.

You must provide your own personal computer or laptop (Chromebooks, tablets, and notebooks are not permitted) running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey). Additionally, a smartphone is required for system login, and a webcam is necessary for training and occasional internal meetings.

Hiring Process & Application

Applicants must successfully complete a written assessment as part of the selection process. Selected candidates 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 at any stage—including 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 depending on locality. An applicant's salary history will not be used in determining compensation.