Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_on2116, Crotona Parkway, The Bronx, Bronx County, New York, 10460, 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 will involve utilizing computerized systems to track information, troubleshoot issues, and assist callers in scheduling vaccine appointments or requesting health kits. While the majority of interactions are routine, you will also exercise judgment to deviate from standard scripts when necessary to provide accurate, empathetic, and professional assistance in accordance with CDC and Maximus protocols.
This is a temporary, remote position. You will be required to use your own personal equipment and maintain a secure, private workspace. The role demands flexibility to work alternate schedules, including holidays and weekends, to meet operational needs.
Hiring Process & Application
Candidates must successfully complete a written assessment as part of the selection process. All personnel are required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as the CDC program evolves.
Application Instructions: If you require reasonable accommodations during any phase of the employment process due to a disability, medical condition, or impairment, please contact People Operations at applicantaccom@maximus.com.
Equal Opportunity Employer
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, and other legally protected characteristics.
Compensation Transparency
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 rate varies by locality. An applicant's salary history will not be used in determining compensation.
Work location
Work model: Remote
2116, Crotona Parkway, The Bronx, Bronx County, New York, 10460, United States
New York, New York
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_circleEscalate complex issues regarding calls, emails, or scheduling to designated senior staff
- 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_circleMaintain up-to-date knowledge of CDC policies and procedures to ensure compliance
- 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
- verifiedMust reside in Continental US
- verifiedInternet speed 25mbps or higher
- verifiedWindows 10/11 or Mac OS 11.0.1+
- verifiedPersonal computer (no Chromebooks/tablets)
- verifiedEthernet connection (Cat 5 or 6)
- verifiedSmartphone for system login
- verifiedFlexibility for holidays/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; escalate complex issues regarding calls, emails, or scheduling to designated senior staff; and suggest process improvements to enhance efficiency for maximus, cdc, and the public.
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; Experience with PC, MS Word, and Outlook; Must reside in Continental US; Internet speed 25mbps or higher; 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 2116, Crotona Parkway, The Bronx, Bronx County, New York, 10460, 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.