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 health and COVID-related topics.

In this position, 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 using computerized systems, and escalate complex matters to designated groups. You will play a key role in maintaining the integrity of the CDC's public response by ensuring all interactions are courteous, timely, and compliant with strict confidentiality and privacy policies.

Work Environment & Requirements

This is a temporary, fully remote position. You 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

This role requires the use of your own personal equipment. You must reside permanently in the Continental US and have a private, secure work area. Specific technical requirements include:

• Internet: A minimum of 25 Mbps download speed (50 Mbps for shared connections) and 5 Mbps upload speed, connected via Category 5 or 6 ethernet cable.
• Computer: A personal PC or laptop (Chromebooks, tablets, and notebooks are not permitted) running Windows 10/11 or Mac OS (Big Sur, Catalina, or Monterey).
• Peripherals: A smartphone for system login, a webcam for training and meetings, and a headset.

Hiring Process & Application

Candidates must successfully complete a written assessment as part of the selection process. All selected personnel are required to sign a Statement of Understanding and Non-Disclosure and will undergo periodic program update training as the CDC program evolves.

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 wage rate varies depending on locality. An applicant's salary history will not be used in determining compensation.