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 topics, including COVID-19.

As a representative, 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 expected to handle deviations, troubleshoot issues, and provide input on call trends and process improvements. Success in this role requires maintaining a courteous, timely, and professional demeanor while adhering to strict CDC and Maximus confidentiality and privacy protocols.

Work Environment & Requirements

This is a temporary, fully remote position. Candidates 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 holidays, weekends, or alternate schedules to meet operational needs.

Equipment & Connectivity You must provide your own personal equipment. This includes a Windows 10/11 or Mac (Big Sur, Catalina, or Monterey) computer (Chromebooks and tablets are not permitted), a smartphone for system login, and a webcam for training. You must reside permanently in the Continental US and have a private, secure work area.

Internet Standards A high-speed internet connection is mandatory. You must have a minimum download speed of 25 Mbps (50 Mbps for shared connectivity) and an upload speed of at least 5 Mbps. Connectivity must be established via a Category 5 or 6 Ethernet patch cable directly to your home router.

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 CDC protocols evolve.

Equal Opportunity & Accommodations

Maximus is an equal opportunity employer and evaluates 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 rate varies by locality. An applicant's salary history will not be used in determining compensation.