Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_onBrushy Hill Road, Danbury, Western Connecticut Planning Region, Connecticut, 06810, United States
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.
As a remote team member, you will provide customer service via phone, email, chat, and SMS text. Your primary function is to assist callers in scheduling vaccine appointments and requesting health kits while maintaining strict adherence to CDC and Maximus performance standards, policies, and confidentiality protocols. While the majority of inquiries are routine, you will also handle deviations from standard scripts and troubleshoot complex issues using internal databases and CRM systems.
This is a temporary position requiring you to work from your own personal equipment in a secure home office environment. 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.
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 the CDC program evolves.
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. An applicant's salary history will not be used in determining compensation.
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.
Work location
Work model: Remote
Brushy Hill Road, Danbury, Western Connecticut Planning Region, Connecticut, 06810, United States
Danbury, Connecticut
Key Responsibilities
- check_circleUtilize databases and CRM systems to track inquiries, appointments, and kit shipments
- check_circleProvide customer service via phone, email, chat, and SMS for health-related inquiries
- check_circleSchedule vaccine appointments and coordinate the distribution of medical kits
- check_circleMaintain up-to-date knowledge of CDC policies and protocols to ensure compliance
- check_circleSuggest process improvements to enhance service delivery for Maximus and CDC
- check_circleMonitor and meet Quality Assurance metrics and key performance indicators
- check_circleEscalate complex issues to designated groups when standard procedures are insufficient
- check_circleResearch and deliver accurate health information using CDC materials and internal resources
Requirements
- verifiedHigh School diploma or equivalent
- verified6 months customer service experience
- verifiedExperience with PC, MS Word, and Outlook
- verifiedInternet speed 25mbps or higher
- verifiedEthernet connectivity (Cat 5 or 6)
- verifiedResidence in Continental US
- verifiedSmartphone for system login
- verifiedAbility to work 8-hour shifts between 8am-8pm EST
- verifiedFlexibility for alternate schedules, holidays, and weekends
Nice to Have
Previous experience with phone systems and headset.
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Skills, education and keywords
Skills: Customer Service, MS Word, Outlook, Phone Systems, Headset, Windows 10, Windows 11, Mac Catalina, Mac Monterey, Ethernet Patch Cable.
Education: High School diploma or equivalent required.
Frequently asked questions about Customer Service Rep II (Remote and Temporary) at Maximus
What does a Customer Service Rep II (Remote and Temporary) at Maximus do?expand_more
In this Customer Service Rep II (Remote and Temporary) at Maximus role, you will utilize databases and crm systems to track inquiries, appointments, and kit shipments; provide customer service via phone, email, chat, and sms for health-related inquiries; schedule vaccine appointments and coordinate the distribution of medical kits; and maintain up-to-date knowledge of cdc policies and protocols to ensure compliance.
What are the requirements for this Customer Service Rep II (Remote and Temporary) role?expand_more
Maximus is looking for candidates who meet the following requirements: High School diploma or equivalent; 6 months customer service experience; Experience with PC, MS Word, and Outlook; Internet speed 25mbps or higher; Ethernet connectivity (Cat 5 or 6); and Residence in Continental US.
Where is the Customer Service Rep II (Remote and Temporary) role at Maximus located?expand_more
Customer Service Rep II (Remote and Temporary) at Maximus is based in Brushy Hill Road, Danbury, Western Connecticut Planning Region, Connecticut, 06810, United States. This is a remote role.
Is this Customer Service Rep II (Remote and Temporary) job remote, hybrid, or on-site?expand_more
Maximus has listed this Customer Service Rep II (Remote and Temporary) role as remote.
How much experience is required for this Customer Service Rep II (Remote and Temporary) role?expand_more
Customer Service Rep II (Remote and Temporary) at Maximus typically requires 0.5+ years of relevant experience at the entry level level.
What skills do you need for the Customer Service Rep II (Remote and Temporary) role at Maximus?expand_more
Key skills for Customer Service Rep II (Remote and Temporary) at Maximus include Customer Service; MS Word; Outlook; Phone Systems; Headset; Windows 10; Windows 11; and Mac Catalina.
What education is required for Customer Service Rep II (Remote and Temporary) at Maximus?expand_more
Educational requirements for this role: High School diploma or equivalent required.
What category does the Customer Service Rep II (Remote and Temporary) role belong to?expand_more
Customer Service Rep II (Remote and Temporary) at Maximus is part of the customer services job category on Recrutus.