CSR II Bilingual, CDC Ops (temporary)

Description & Requirements

Maximus is hiring Bilingual (Spanish/English) Customer Service Agents, to support our CDC INFO program, the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals.

CDC-INFO provides Customer Service 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.



* Temporary (3-6 months)


* You are required to provide your own equipment (computer, headset, monitors etc.)


* Must be available to work an 8-hour shift between 8:00 am - 8:00 pm ET, Mon - Sat (40 hours/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

- Minimum six (6) months customer service/administrative /call center experience required

- Must be able to read, write, and speak English and Spanish fluently

- Successfully complete both assessments (customer service and Spanish language)

- 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, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules
- 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 predomina...