CDC INFO CSR II Operations Generalist

Description & Requirements

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

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

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

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