CSR II Call Center CDC (remote)

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 Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

Experience, Education and Skills Requirements:
- Minimum six (6) months customer service/administrative /call center experience is required.

- Must be able to speak and write English clearly and professionally.

- Successfully complete the Customer Service assessment.

- 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 demonstrate 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 occasional holidays and / or weekends if business needs arise.

- Must be flexible to work to work alternate schedules

Please note: This position requires that you provide your personal computer device (laptop or PC) during the training period.

Home Office Requirements:

- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

- Minimum 5mpbs upload speed.

- Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

- Personal computer or laptop (Chromebooks, tablets, and notebooks are not

allowed) with one of the following operating systems:

Windows: 10 or 11 (Windows 11 is preferred) or

Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3)

- Private and secure work area and adequate power source.

- Must currently and permanently reside in the Continental US.

- Must have a smartphone which will be required to log into Maximus systems (not used for work purposes).

- Must have a Web C...