CSR I CDC Customer Service Center (hybrid remote Atlanta, GA) - Maximus Services, LLC

Maximus is currently seeking a Customer Service Agent for the (CDC) Centers for Disease Control program.

The Customer Service Agent is responsible for the efficient and accurate routing of inbound calls and messages, recording of emergency information, and supplying basic requested information through standard verbal responses or transferring calls to appropriate automated voice bulletin boards. The agents report directly to the Call Center Supervisor and take direction from the Program Manager.

*This is a hybrid remote position.

- Must be able to work onsite for the (2) week training course
- Must be able to work onsite (3) days per week with remote (WFH) available (2) days per week, after the initial onsite training.

Centers for Disease Control (CDC)
Main Campus
1600 Clifton Rd
Atlanta, GA 30329

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 basic and routine.

- 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.

- Transfer calls and messages to the appropriate party or automated voice bulletin board.

- Use standard verbal responses to supply basic information on medical subjects, public health issues, and employee information.

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

- Provide accurate and knowledgeable responses to inbound telephone and message inquiries in a courteous and professional manner.

- Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.

- Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.

- Respond to telephone inquiries within the set departmental staffing and time parameters.

Home Office Requirements

- This project will provide equipment for your home office laptop that is hard-wired to your internet router with an ethernet cable.

- You must provide reliable, high-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 10 Mbps.

- Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems.

- Private work area and adequate power source.

Minimum Requirements

- High School diploma or equivalent required.

- At least 6 months of related customer service, call center, or service center experience.

- In an effort to support business need and provide shift support, shift flexibility is required.

- Strong listening and customer service skills.

- Must be able to speak English clearly and professionally.

- Proven ability to work as a team member is required.

- Must be able to type 20 WPM, 30 WMP preferred.

- NACI background check is required.

- Must live within a commutable distance to the CDC Main Campus, 1600 Clifton Road, Atlanta, GA 30329

Minimum Requirements

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

- Must be able to speak and read English clearly, professionally and fluently.

- Preferred 1 - 3 years' experience in a customer service call center environment

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.