Bilingual CSR II CDC Ops (temporary, remote)

Description & Requirements

Maximus is currently recruiting for a Bilingual (Spanish/English) Customer Service II Agent, to support our CDC INFO (Centers for Disease Control) program.
CDC-INFO provides Customer Service, in a virtual call center environment, via phone, email, and 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 position with an approximate completion date of August - September 2026


* Must provide your own device/equipment (computer, laptop required, headset with microphone and monitor required)


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


* Must be available to work occasional overtime

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

- Maintain up-to-date knowledge of CDC Public Response and policies as they apply

- Track and document all inquiries using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, or chat issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Adhere to the Privacy Act as it relates to the confidentiality of information released

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

Education and additional Requirements:

- High School diploma or GED required
- Minimum six (6) months customer service/administrative /call center experience required
- Must be able to speak, read and write in both English and Spanish clearly and professionally
- Highly effective communicator with strong ability to provide an excellent customer experience
- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills
- Experience working with a PC and a Windows environment required
- Ability to effectively work within established contractual turnaround times 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 requi...