Customer Service Rep II (Remote and Temporary)

About the Role

This position serves as a vital frontline resource for the CDC Public Response program, delivering high-quality customer service to the general public, clinicians, and government officials. The primary function is to manage routine inquiries and complex issues regarding vaccine appointments and kit distribution via telephone, email, chat, and SMS text.

You will act as a knowledgeable guide, utilizing databases and published materials to provide accurate information while adhering to strict CDC and Maximus performance standards, policies, and protocols. The role requires maintaining confidentiality and privacy at all times while ensuring every interaction is courteous, timely, and professional. Beyond answering questions, you will track all interactions in CRM systems, document appointments and kit shipments, and contribute to process improvements that benefit the program and the public.

Work Environment & Requirements

This is a fully remote position requiring you to work from a private, secure area within the Continental United States. You must have your own personal device and a dedicated home office setup that meets specific technical standards, including a high-speed internet connection (25 Mbps or higher), a wired Ethernet connection, and a compliant computer (Windows 10/11 or Mac OS). A smartphone and webcam are also required for system access and training purposes.

Flexibility is essential, as the role may require working alternate schedules, holidays, and weekends to meet operational needs. All personnel must complete periodic program update training and sign a Statement of Understanding and Non-Disclosure.

Hiring Process & Application

Candidates must successfully complete a written assessment as part of the selection process. If you require reasonable accommodations during any phase of the employment process due to a disability, medical condition, or impairment, please contact People Operations at applicantaccom@maximus.com.

Equal Opportunity & Compensation

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.

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 by locality, and an applicant's salary history will not be used in determining compensation.