CSR II Call Center CDC (remote)

Maximus is recruiting for a call center, Customer Service Rep II, to support our

CDC INFO

(Center for Disease Control) program.

CDC INFO

is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals.

CDC-INFO

offers customer service via phone, email, or chat to provide the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

Please note:

Must be flexible to accept either an opening or closing shift, should an offer be extended!

• Training:

  8:00 AM
• 4:30 PM Eastern Time (1ST 2-weeks of employment)

• Opening Shift:

  8:00 AM
• 4:30 PM Eastern time (Monday
• Friday)

• Closing Shift:

  11:30 AM
• 8:00 PM Eastern Time, Monday
• Friday

• Computer Equipment:

  You will need to use your own personal computer or laptop ONLY during the (2-week) training period. Maximus will provide equipment (laptop, monitor, keyboard and mouse) once training is successfully completed.
• See below for important computer equipment and internet requirements (Tablets, iPads, and Chromebooks are not permitted.

)

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 Cam for training and occasional internal meetings.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Minimum Salary $17.75 Maximum Salary $24.16