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 empathet...