Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_onVietnam Veterans Memorial Highway, Nourses Corner, Colchester, Chittenden County, Vermont, 05446, 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 the most 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 routine inquiries and complex problems via phone, email, chat, and SMS. Your day-to-day involves providing assistance with scheduling vaccine appointments and distributing kits, while maintaining strict adherence to CDC and Maximus performance standards, policies, and confidentiality protocols. You will utilize computerized systems to track inquiries, troubleshoot issues, and document all interactions, ensuring a courteous and professional customer experience.
This is a temporary, remote position requiring you to use your own personal equipment. 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
Vietnam Veterans Memorial Highway, Nourses Corner, Colchester, Chittenden County, Vermont, 05446, United States
Colchester, Vermont
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_circleSuggest process improvements to enhance efficiency for Maximus, CDC, and the public
- check_circleSchedule vaccine appointments and coordinate the distribution of medical kits
- 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, science-based health information to the public and professionals
- check_circleMaintain up-to-date knowledge of CDC policies and procedures to ensure compliance
Requirements
- verifiedHigh School diploma or equivalent
- verified6 months customer service experience
- verifiedEnglish speaking and writing skills
- 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+
- verifiedResidence in Continental US
- verifiedSmartphone for system login
- verifiedWritten assessment completion
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
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; Suggest process improvements to enhance efficiency for Maximus, CDC, and the public; and Schedule vaccine appointments and coordinate the distribution of medical kits.
What are the requirements for this Customer Service Rep II (Remote and Temporary) role?expand_more
To qualify for the Customer Service Rep II (Remote and Temporary) at Maximus position, applicants should have: High School diploma or equivalent; 6 months customer service experience; English speaking and writing skills; PC, MS Word, and Outlook experience; 25mbps internet speed (50mbps for shared); and Category 5 or 6 ethernet connection.
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 Vietnam Veterans Memorial Highway, Nourses Corner, Colchester, Chittenden County, Vermont, 05446, 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.