Customer Service Representative II, (Temporary-Remote)

Maximus is recruiting for a call center, Customer Service Representative 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, and chat to provide the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

The ideal candidate will thrive in a fast-paced contact center environment and be comfortable handling health-related inquiries. Strong listening, communication, and research skills are essential to follow established scripts and protocols, navigate approved resources, and provide clear, accurate, and professional guidance while maintaining quality and compliance standards.

Training Schedule
  Monday - Friday 8:00 AM to 4:30 PM Eastern Time
Work Schedule
  Must be flexible and available to work
  Monday - Friday
   8:00 AM - 4:30 PM or
  11:30 AM - 8:00 PM
100% attendance throughout the entire training period is required.

Anticipated to last 6 - 12 months.

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.

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

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