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

- Maintain up-to-date knowledge of CDC Public Response and policies as they apply

- Track and document all inquiries using CRM and applicable systems

- 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 and additional Requirements:

- High School diploma or GED required
- Minimum six (6) months customer service/administrative /call center experience required
- Must be able to speak, read and write in both English and Spanish 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
- You must reside and work within the continental US
- Experience in a healthcare field is highly desired

Home office requirements:
Must provide own device/equipment. Computer or laptop required, head set with microphone and monitor required.  (Tablets, iPads, and Chromebooks are not permitted.)

- Windows or Mac

           OS for Windows – Windows 10 or Windows 11

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

- Private work area and adequate power source

- Video calls may be requested on occasion. Proper background and attire are required
-  Hardwired (ethernet) internet 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)

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 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. 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 applicantaccom@maximus.com.