CDC INFO CSR II (remote)

Description & Requirements

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

CDC-INFO offers Customer Service assistance via phone, email, or chat to provide the most up-to-date, dependable, consistent, and science-based health information on more than 750 health and COVID related topics.



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*This position requires that you have the flexibility to work and 8-hour shift between the hours of 8:00 AM and 8:30 PM (Eastern Time), Monday - Friday and may require the occasional weekend or holiday.



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*You will need to provide your own computer equipment (PC or laptop) during the training period (2 weeks)(Tablets, iPads, and Chromebooks are not permitted).

Once training is complete, the program will provide equipment for your use.

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
- Respond to incoming calls, emails, chats, SMS text, 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
- Calls, emails, chats, 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 requested information or task.
- Maintain up-to-date knowledge of CDC Public responses, procedures, and policies to provide accurate and current responses to inquiries, in a courteous, timely and professional manner
- Track and document all inquiries, appointments, kits and similar, 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 INFO, and the public (inquirers)
- Attend meetings and training as requested and maintain up to date knowledge of programs, and systems

Education, Responsibilities 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 English clearly and professionally
- Successful...