Customer Service Representative II (Bilingual), Temporary, Remote

Duties 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 systems

Education

– 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 necessary

Home 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.)