Customer Service Representative II (Remote)

Description & Requirements

Maximus is looking to fill a Customer Service Representative position.

This Customer Service Representative role supports our CDC INFO program.

CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals.

CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

- You are required to provide your own equipment (computer, headset, monitors etc.) during the 2-week training period (The CDC INFO program will provide equipment once training is successfully completed)

- This is a full time remote position

- Must be flexible and available to work Monday - Friday, 8:00am - 8:00pm eastern time zone

- This is an SCA (Service Contract Agreement) role in which the pay rate is set by County and

state where the work will be performed.

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.

Education and Responsibilities

- 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 ...