Customer Service Representative II (Full Time-Remote)
Maximus · Remote (Continental US)
- Provide customer service for basic and routine inquiries via multiple channels, including telephone, emails, web chats, and written letters, supporting the CDC INFO program.
- Answer incoming calls, emails, chats, and SMS texts; assist with scheduling vaccines and sending out kits for the general public, clinicians, and government officials.
- Use databases and written materials to look up information; track and document all inquiries, appointments, and kits using CRM and applicable systems.
- Maintain up-to-date knowledge of CDC public response procedures and policies; meet Quality Assurance and key performance metrics.
- Escalate issues to the appropriate designated group and continually suggest process improvements.
- Requires high school diploma/GED and 6+ months of customer service or call center experience; must pass a Customer Service assessment.
- Must sign a Statement of Understanding and Non-Disclosure; flexibility to work holidays, weekends, and alternate schedules.
- Home office needs: 25+ Mbps internet (50 Mbps for shared), 5 Mbps upload, ethernet to router, PC/laptop (Windows 10/11 or Mac), smartphone for login, and a webcam; must reside in the continental US.