Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_onLogan Street, Downtown, Pittsburgh, Allegheny County, Pennsylvania, 15262, 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.
In this position, you will be the primary point of contact for inquiries received via phone, email, chat, and SMS. Your day-to-day involves providing assistance with general health questions, scheduling vaccine appointments, and coordinating the distribution of health kits. While the majority of interactions are routine, you will also handle deviations from standard scripts to address unique customer needs, utilizing internal databases and CRM systems to track all activities.
This is a temporary, fully remote position. Candidates must provide their own personal computer and internet connection, adhering to strict security and connectivity standards. The role requires a high level of empathy and professionalism to ensure a positive customer experience while maintaining strict confidentiality and privacy protocols in accordance with CDC and Maximus policies.
Work location
Work model: Remote
Logan Street, Downtown, Pittsburgh, Allegheny County, Pennsylvania, 15262, United States
Pittsburgh, Pennsylvania
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_circleAttend training sessions and maintain up-to-date knowledge of CDC public response programs
- check_circleMonitor and maintain performance metrics to meet Quality Assurance standards
- check_circleSchedule vaccine appointments and coordinate the distribution of medical kits
- check_circleEscalate complex issues to designated groups when standard procedures are insufficient
- check_circleIdentify and suggest process improvements to enhance operational efficiency
- check_circleResearch and deliver accurate health information based on CDC guidelines and protocols
Requirements
- verifiedHigh School diploma or equivalent
- verified6 months customer service experience
- verifiedPC, MS Word, and Outlook experience
- verified25mbps internet speed (50mbps for shared)
- verifiedCategory 5 or 6 ethernet connection
- verifiedWindows 10/11 or Mac OS 11.0.1+
- verifiedReside in Continental US
- verifiedSmartphone for system login
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, Web Cam.
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
A Customer Service Rep II (Remote and Temporary) at Maximus is responsible for the following: 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; Attend training sessions and maintain up-to-date knowledge of CDC public response programs; and Monitor and maintain performance metrics to meet Quality Assurance standards.
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; PC, MS Word, and Outlook experience; 25mbps internet speed (50mbps for shared); Category 5 or 6 ethernet connection; and Windows 10/11 or Mac OS 11.0.1+.
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 Logan Street, Downtown, Pittsburgh, Allegheny County, Pennsylvania, 15262, 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.