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 Centers for Disease Control and Prevention's national contact center. This role serves as a critical bridge between the CDC and the public, healthcare providers, and public health professionals. The primary mission is to deliver the most up-to-date, reliable, consistent, and science-based health information on over 750 health and COVID-related topics.

In this position, you will serve as the first point of contact for inquiries received via phone, email, chat, and SMS text. Your day-to-day involves providing assistance to the general public, clinicians, and government officials, including scheduling vaccine appointments and coordinating the distribution of medical kits. While the majority of calls are routine, you will also handle deviations from standard scripts to address unique customer needs, utilizing databases and CRM systems to track inquiries and document interactions.

This is a temporary, fully remote position. Candidates must be prepared to use their own personal equipment, including a compliant computer, high-speed internet, and a smartphone for system login. The role requires a high level of empathy and professionalism to ensure an excellent customer experience while adhering to strict confidentiality and privacy policies.

Work Schedule & Requirements

To ensure operational coverage, 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. As this is a remote role, you must permanently reside in the Continental US and maintain a private, secure work area with a reliable internet connection (minimum 25 Mbps download).

Hiring Process & Application

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 CDC protocols evolve.

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 impairment. If you require assistance 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.