Customer Service Rep II (Remote and Temporary)

About the Role

This position serves as a vital frontline resource for the CDC Public Response program, acting as a primary point of contact for the general public, clinicians, and government officials. The core mission is to provide empathetic, accurate, and timely assistance regarding vaccine scheduling and kit distribution. You will navigate a dynamic environment where, while most interactions are routine, you must be prepared to deviate from standard scripts to address unique customer needs with professionalism and care.

Day in the Life

Your day will involve managing a high volume of inquiries across multiple channels, including telephone, email, web chat, SMS text, and written correspondence. You will utilize specialized CRM systems and databases to track interactions, gather information, troubleshoot issues, and coordinate logistics for appointments and shipments. Beyond handling individual cases, you will actively contribute to program improvement by identifying trends, suggesting process enhancements, and providing feedback on training materials. Success in this role requires balancing strict adherence to CDC and Maximus performance standards with the flexibility to adapt to evolving public health protocols.

Work Environment & Requirements

This is a fully remote position requiring candidates to permanently reside in the Continental US. To ensure operational continuity, you must maintain a private, secure home office with a dedicated workspace, a reliable power source, and a high-speed internet connection (minimum 25 Mbps download, 5 Mbps upload) via a Category 5 or 6 ethernet cable. A personal computer running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey) is required; Chromebooks, tablets, and notebooks are not permitted. Additionally, you must have a personal smartphone for system login and a webcam for training and meetings. Flexibility is essential, as the role may require working alternate schedules, holidays, and weekends to meet operational needs.

Hiring Process & Application

Candidates must successfully complete a written assessment as part of the selection process. All selected personnel will be required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as the CDC program evolves. If you require reasonable accommodations during any phase of the employment process due to a disability or medical condition, 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. We are committed to fostering a diverse and inclusive workplace where all employees can thrive.