CSR II Operations - Maximus

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 is a bring your own device position which requires you to provide your own Smart Phone, personal computer, webcam, & headset with microphone (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.

- Customer service is the primary function

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, 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

- Call, email, chat, vaccine appointments and sending out kits 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, chat inquiries as well as scheduling appointments and sending out kits

- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner

- Track and document all inquiries, appointments, kits, using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems"

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

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

- Successfully complete the written 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 have demonstrated 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 holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules

Minimum Requirements:

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

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

- Successfully complete the written 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 have demonstrated 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 holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules"

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net).

- Private work area and adequate power source.

- Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

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

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

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.

Hourly Base Pay Minimum for this Position

$

17.20

Hourly Base Pay Maximum for this Position

$

21.63