Customer Service Representative II Remote Limited Service

Maximus; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare services provider is seeking a Customer Service Representative II to support CDC INFO. This remote position involves assisting the public with health information through various channels. Candidates must have a High School diploma and 6 months of customer service experience, and be flexible to work weekends and holidays. Compensation ranges from $17.75 to $24.16 per hour.

Qualifications

• Must have 6 months of customer service or call center experience.
• Ability to work from home with required equipment.
• Must be flexible to work weekends and holidays.

Responsibilities

• Provide customer service for inquiries via phone, email, or chat.
• Track and document inquiries and appointments using CRM systems.
• Meet Quality Assurance (QA) metrics and suggest process improvements.

Skills

Customer service

English communication

Problem solving

Listening skills

Interpersonal skills

Education

High School diploma or GED

Tools

MS Word

Outlook

Job description

Description & Requirements

Maximus is looking to fill a Customer Service Representative II position (CSR II). This position supports our CDC INFO program. 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.

Position is a temporary and remote position

Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST

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.

Education and Responsibilities:

• 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

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

This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted.

Home Office Requirements:

• Hardwired internet (ethernet) connection.
• Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to www.speedtest.net).
• Private work area and adequate power source.
• Video calls may be requested on occasion. Proper background and attire is required.

*** Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required ***

Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

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

Maximus 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 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.

Accommodations

Maximus 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: $17.75

Maximum Salary: $24.16

Compensation: $18-$24

Remote: Yes