CDC INFO CSR II Operations Generalist

Maximus is hiring a Customer Service Representative II (CSR II, Generalist). This position supports our CDC-INFO program. CDC-INFO is the Centers for Disease Control's National contact center, providing information to the public, healthcare providers, and public health professionals.

• The CDC INFO program requires employees to be US citizens and to reside and work in the

contiguous U.S.

• This is a remote working position (see home office requirements below)
• Must successfully complete both the Written Assessment and the Customer Service

Assessment (at the time of application)

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

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

Education, Skills and Experience:

• 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
• 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 to work holidays and /or weekends to meet operational needs
• Must be able to work alternate schedules

Home Office Requirements:

• Internet speed of 25mbps or higher download and an upload of 10mbps or higher required

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

• Preferred 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)

• Hardwired internet (ethernet) connection
• Private work area and adequate power source
• A second monitor is highly recommended for most positions.

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.