CSR II Operations Bilingual (Limited Service) - Maximus Services, LLC

CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

This position is bilingual and will require ability to read, write, and speak in both Spanish and English..

Must be able to work one of the following shifts. Weekends are required:

8:00am to 4:30pm
11:30am to 8:00pm

Job Summary

Essential Duties and Responsibilities:

- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.

- Customer service is the primary function.

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

Minimum Requirements:

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

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

Education and Experience Requirements

Essential Job Duties:

• Customer service is the primary function.
• Answer Incoming calls, emails and chats 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, and chats are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Utilize databases and written materials to look up and provide information to telephone, email, and chat inquiries
• Maintain a current understanding of CDC INFO procedures in order to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner
• Maintain up-to-date knowledge of CDC Public Response and policies as they apply
• Track and document all inquiries using CRM and applicable systems
• Utilize databases and written materials to look up and provide information to telephone, email, and chat inquiries
• Meet Quality Assurance (QA) and other key performance metrics
• Escalate calls, emails, or chat issues to the appropriate designated group
• Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)
• Adhere to the Privacy Act as it relates to the confidentiality of information released
• Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

• Hours range from 8:00 AM - 8:00 PM (EST) - Candidate must be flexible and able to work any shift within the hours of operation, including weekends.

• Remote Home Office Requirements:

  - Desktop or Laptop Computer with Webcam
  

  • Windows 10 or Apple OS 10.5 or higher
  • No tablets, iPads, netbooks, Chromebooks, or smart phones
  
  - Private and Secure workspace from home

  - Reliable wired internet connection with minimum download speed of 25 mbps and minimum upload speed of 10mbps (No Hotspots or Wifi)

  - Wired USB headset

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO Statement

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.

Posted Max

USD $24.04/Hr.

Posted Min

USD $16.20/Hr.