Maximus Remote CDC INFO, CSR II Call Center
February 10, 2025
Description & Requirements
Maximus is hiring top Customer Service Agents to support our CDC-INFO (Centers for Disease Control) program. The CDCs national contact center provides information to the public, healthcare providers, and public health professionals.
- This is a temporary position (3-6 months)
- You are required to provide your own equipment (computer, headset, monitors etc.)
- Must be flexible and available to work an 8-hour shift, 40 hours / week between 8:00 am 8:00 pm Eastern Time
- The contact center is open 7 days per week
Essential Duties and Responsibilities:
Provides customer service for basic and routine inquiries and problems via multiple channels (i.e. telephone, emails, web chats, or written letters). Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Uses computerized system for tracking, information gathering, and/or troubleshooting. Provides feedback when needed, input on call trends, processes, procedures, and training. May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Answer incoming calls, emails, chats, SMS texts, and provide assistance in scheduling vaccines or sending out kits, from the general public, clinicians, and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including confidentiality and privacy policy. Utilize databases and written materials to look up and provide information to inquiries as well as scheduling appointments and sending out kits. Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to inquiries in a courteous, timely, and professional manner. Track and document all inquiries, appointments, and kits using CRM and applicable systems. Meet Quality Assurance (QA) and other key performance metrics. Escalate calls, emails, chats, scheduling, or kit-related issues to the appropriate designated group. Continually look for and suggest process improvements that will benefit MAXIMUS, CDC, and the public. Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems. Minimum qualifications and Requirements
High School diploma or GED required. Minimum six (6) months customer service/administrative/call center experience required. Must be able to speak and write English clearly and professionally. Successfully complete the Customer Service Assessment when you apply. Highly effective communicator with a strong ability to provide an excellent empathetic customer experience. Excellent listening, comprehension, communication (verbal and written), problem-solving, and customer service skills. Experience working with a PC, MS Word, and Outlook required. Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks. Proven ability to work as a member of a team, as well as independently. All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes. All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure. Previous experience with phone systems and headsets preferred. Must be able to work from home and comply with remote working policies and requirements. Flexibility required to work holidays and/or weekends to meet operational needs. Must be able to commit to 100% attendance during the 2-week training period. *** This position requires you to use your own personal computer device (desktop or laptop) (Tablets, iPads, and Chromebooks are not permitted.)
Home Office Requirements
Hardwired (ethernet) internet connection. Required Internet speeds; minimum download 25mbps or higher and minimum upload speed 10mbps or higher. Require OS, Windows or Mac (no Chromebooks). OS for Windows Windows 10 or Windows 11. OS for Mac Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3). Private work area and adequate power source. Video calls may be requested on occasion. Proper background and attire are required. EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. Were proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
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. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
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