Customer Service Rep II (Remote and Temporary)

About the Role

This position serves as a vital frontline resource for the CDC Public Response program, acting as the primary point of contact for the general public, clinicians, and government officials. The core mission is to provide accurate, empathetic, and timely assistance regarding vaccine inquiries, appointment scheduling, and kit distribution. You will be the voice of the program, ensuring that every interaction upholds the strict confidentiality, privacy policies, and performance standards set by the CDC and Maximus.

While the majority of interactions involve routine inquiries, the role requires the flexibility to deviate from standard scripts when unique situations arise. You will utilize specialized databases and CRM systems to track all activities, from logging calls to documenting kit shipments. Beyond answering questions, you are expected to actively contribute to program improvement by identifying trends, suggesting process enhancements, and providing feedback on training needs. Success in this role demands a balance of independent problem-solving and seamless collaboration within a team environment.

Work Environment & Requirements

This is a fully remote position requiring candidates to work from a private, secure home office within the Continental US. To ensure operational continuity, you must have a dedicated, high-speed internet connection (minimum 25 Mbps download, 5 Mbps upload) via a Category 5 or 6 ethernet cable. The role requires a personal computer running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey); Chromebooks, tablets, and notebooks are not permitted. Additionally, you must provide your own personal smartphone for system login and a webcam for training and internal meetings.

Flexibility is essential, as the role may require working alternate schedules, including holidays and weekends, to meet operational needs. All personnel must be willing to undergo periodic program update training and sign a Statement of Understanding and Non-Disclosure.

Hiring Process & Application

Candidates must successfully complete a written assessment as part of the selection process. If you require reasonable accommodations during any phase of the employment process—including 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 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. An applicant's salary history will not be used in determining compensation.