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 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 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 empowered to deviate from procedures when necessary to address unique customer needs. You will act as a knowledgeable resource, utilizing databases and published materials to provide accurate responses while maintaining strict adherence to CDC and Maximus performance standards, policies, and confidentiality protocols.

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. Flexibility is required to work alternate schedules, holidays, and weekends to meet operational needs.

Please note that this position requires the use of your own personal equipment. Candidates 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. You must also 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

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.