CDC INFO, CSR II Call Center (Remote, Temporary)

Description & Requirements

Maximus is hiring top Customer Service Agents to support our CDC-INFO (Centers for Disease Control) program. The CDC's 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 possible 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, provide 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.
• Customer service is the primary function
• Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling

vaccines or sending out kits, from general public, clinicians and government officials in
accordance with all CDC and Maximus performance standards, policy and procedures, and
protocols including but not limited to the confidentiality and privacy policy

• Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but

may require deviation from standard screens, scripts, and procedures

• Utilize databases and written materials to look up and provide information to telephone, email,

chat 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 numerous inquiries in a courteous, timely and professional
manner

• Track and document all inquiries, appointments, kits, using CRM and applicable systems
• Meet Quality Assurance (QA) and other key performance metrics
• Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated

group

• Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC,

and the public (inquirers)

• 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 strong ability to provide an excellent empathetic customer

experience

• Excellent listening, comprehension, communications (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 headset 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
• Previous experience with phone systems, and headset preferred
• Must be able to work from home and comply with remote working policies and requirements
• Flexibility, required to work holidays, weekends and /or weekends to meet operational needs
• Must be able to work alternate schedules

- 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 (you can test this by going to www.speedtest.net ).

• 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

Minimum Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• May have additional training or education in area of specialization.

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. We're 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.