Customer Service Rep II (Remote and Temporary)
Not Disclosed•TemporaryRemote
location_onRedmond Street, Feaster Park, New Brunswick, Middlesex County, New Jersey, 08901, 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 up-to-date, reliable, and science-based health information on over 750 topics, including COVID-19.
As a remote team member, you will be the voice of CDC INFO, handling inquiries via phone, email, chat, and SMS. Your primary mission is to provide empathetic, professional assistance to callers ranging from the general public to government officials. This includes answering routine questions, troubleshooting issues, scheduling vaccine appointments, and coordinating the distribution of health kits. While the majority of interactions follow standard scripts, you will also exercise judgment to deviate from procedures when necessary to resolve unique customer needs.
This is a temporary position requiring you to work from your own personal equipment in a secure home office. You will be expected to maintain up-to-date knowledge of CDC public response procedures and policies to ensure every interaction is accurate and compliant with privacy standards.
Work location
Work model: Remote
Redmond Street, Feaster Park, New Brunswick, Middlesex County, New Jersey, 08901, United States
New Brunswick, New Jersey
Key Responsibilities
- check_circleMaintain up-to-date knowledge of CDC policies to provide accurate and timely responses
- 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_circleMeet Quality Assurance metrics and adhere to all performance standards and protocols
- check_circleSchedule vaccine appointments and coordinate the distribution of medical kits
- check_circleEscalate complex issues regarding calls, emails, or scheduling to designated groups
- check_circleContribute to process improvements by suggesting enhancements to workflows and procedures
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+
- verifiedContinental US residence
- verifiedSmartphone for system login
- verifiedPersonal computer (no Chromebooks/tablets)
- verifiedPass written assessment
- verifiedSign Non-Disclosure agreement
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, Web Cam.
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 maintain up-to-date knowledge of cdc policies to provide accurate and timely responses; 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; and meet quality assurance metrics and adhere to all performance standards and protocols.
What are the requirements for this Customer Service Rep II (Remote and Temporary) role?expand_more
Maximus is looking for candidates who meet the following requirements: 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 Redmond Street, Feaster Park, New Brunswick, Middlesex County, New Jersey, 08901, 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.