Customer Service Representative II, (Full Time-Remote)

Maximus Federal; United States; Remote; USD 38,000 - 54,000; Full time

Job summary

Maximus Federal is seeking a Customer Service Representative II to support the CDC INFO program. This role handles inbound inquiries via phone, email, and chat, delivering accurate information and compassionate support from a home office.

The ideal candidate will have at least 6 months of customer service experience, strong listening and communication skills, and the ability to navigate resources while maintaining quality standards.

Qualifications

• High School diploma or equivalent with 6+ months of customer service experience.
• Excellent verbal and written English communication.
• Ability to follow scripts and adapt to evolving processes.
• Proficient in PC use with MS Word and Outlook.

Responsibilities

• Provide customer service via multiple channels (phone, email, chat).
• Follow scripts and adapt to caller needs with empathy.
• Research and reference resources to resolve inquiries.
• Document interactions and feedback for quality assurance.
• Collaborate with team to achieve service level goals.

Skills

Customer service

Communication skills

Active listening

Empathy

Problem solving

Multitasking

Teamwork

English proficiency

Education

High School diploma or equivalent

Tools

MS Word

Outlook

Job description

Description & RequirementsMaximus is recruiting for a call center, Customer Service Rep 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, high-volume contact center environment and have experience handling inbound customer inquiries. Strong listening, communication, and research skills are essential to accurately assess caller needs, navigate multiple resources, and provide clear, professional guidance. Candidates should be comfortable managing a variety of inquiries while delivering exceptional customer service and maintaining quality standards.Training Schedule - Monday through Friday - 8:00 AM to 4:30 PM Eastern TimeSchedule after training - Monday through Friday 11:30 AM to 8:00 PM Eastern Time- Attendance throughout the entire training period is required.Equipment Requirements During Training- Candidates must provide and use their own computer equipment and reliable internet connection during the training period.- Upon successful completion of training, Maximus will provide company-issued equipment for use in the role.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.Minimum Requirements- High School diploma or equivalent with 6 months of customer service experience.- May have additional training or education in area of specialization.- Minimum six (6) months customer service / call center experience required.- Must be able to speak and write English clearly and professionally.- Successfully complete the Customer Service 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.- Previous experience in a health-related environment preferred.- Must be able to work from home and comply with remote working policies and requirements.- Flexibility required to occasionally work holidays or weekends to meet operational needs.- Must be able to work alternate schedules.Home Office Requirements:- Internet speed of 25mbps or higher required / 50 Mpbs for shared internetconnectivity (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 thehome internet router.- Personal computer or laptop with one of the following operating systems:(Chromebooks, tablets, and notebooks are notallowed)- Windows: 10 or 11 (Windows 11 is preferred) 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 (not used for work purposes).- Must have a Web Cam for training and occasional internal meetings.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].