Customer Service Representative II (Bilingual), Temporary, Remote

Maximus; Tysons (VA); Remote; USD 27,000 - 37,000; Full time

Job summary

Maximus is seeking CDC INFO customer service agents to handle calls, emails, and chats from the public and officials. You will use CRM systems to retrieve information, ensure privacy, and meet QA targets while staying current on policies.

Remote work from the continental US is supported with required home office setup. Requirements include a high school diploma or GED, 6 months of customer service experience, and fluency in English and Spanish.

Qualifications

• High School diploma or equivalent with 6 months of customer service experience.
• Must be fluent in English and Spanish.
• Ability to work in a fast-paced call center environment.
• Proficient with PC/Windows and standard software applications.
• Must reside in the Continental US and meet home office requirements.

Responsibilities

• Answer incoming calls, emails, and chats from the general public, clinicians, and government officials.
• Provide information per CDC INFO procedures and Maximus policies with confidentiality.
• Utilize CRM and databases to look up information and document inquiries.
• Escalate issues to the appropriate team and suggest process improvements.
• Attend trainings and maintain up-to-date knowledge of programs and systems.

Skills

Customer service

Communication

English proficiency

Spanish fluency

Education

High School Diploma or GED

Job description

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 staffDuties and Responsibilities- 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 systemsEducation- High School diploma or GED required- Minimum six (6) months customer service/administrative /call center experience required- Must be able to speak English clearly and professionally- Highly effective communicator with strong ability to provide an excellent customer experience- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills- Experience working with a PC and a Windows environment required- Ability to effectively work within established contractual turnaround times 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 computers, phone systems, and headset preferred- Fluency in Spanish necessaryHome 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 router- Personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems: Windows: 10 or 11 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- 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.)Minimum Requirements- High School diploma or equivalent with 6 months of customer service experience.- Must be fluent in English and specified secondary language.- May have additional training or education in area of specialization.EEO StatementMaximus 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.Pay TransparencyFor 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.AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [e-mail] .Minimum Salary$19.53Maximum Salary$26.58