Customer Service Rep II (Remote and Temporary)

About the Program

Maximus is recruiting for a Customer Service Rep II to support the CDC INFO program. CDC INFO serves as the CDC's national contact center, providing the public, healthcare providers, and public health professionals with the most up-to-date, reliable, consistent, and science-based health information on over 750 health and COVID-related topics.

About the Role

In this role, you will be the primary point of contact for inquiries received via phone, email, chat, and SMS text. Your core mission is to deliver excellent customer service by providing accurate information, assisting with vaccine scheduling, and coordinating the distribution of health kits. While the majority of calls are routine, you will occasionally need to deviate from standard scripts to address unique situations or troubleshoot complex issues.

You will utilize computerized systems and databases to track inquiries, document appointments, and manage kit logistics. Success in this position requires maintaining up-to-date knowledge of CDC public response procedures and policies to ensure all interactions are courteous, timely, and professional. You will also play an active role in process improvement by identifying trends and suggesting enhancements to benefit Maximus, the CDC, and the public.

Work Environment & Requirements

This is a temporary, 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, with flexibility to work alternate schedules, holidays, and weekends as operational needs dictate.

Please note that this position requires the use of your own personal equipment. You must have a personal computer (Windows 10/11 or Mac OS) with a minimum internet speed of 25 Mbps (50 Mbps for shared connections) and a Category 5 or 6 ethernet connection. A smartphone and webcam are also required for system login and training purposes.

Hiring Process

Candidates must successfully complete a written assessment as part of the selection process. Selected applicants 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

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.