Job Information
Maximus CDC Customer Service Rep II (remote) in Remote, United States
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.
- Calls, emails, chats, 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 requests.
Maintain up-to-date knowledge of CDC Public Responses, 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.
- Extended hours (weekend and/or holiday) may be required on occasion, depending on business needs.
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.
Minimum Salary
$17.75
Maximum Salary
$24.16