CDC CSR II Operations (bilingual, temporary)

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 - Respond to incoming calls, emails, chats, SMS text, 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 requested information or task. - Maintain up-to-date knowledge of CDC Public responses, procedures, and policies to provide accurate and current responses to inquiries, in a courteous, timely and professional manner - Track and document all inquiries, appointments, kits and similar, 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 INFO, and the public (inquirers) - Attend meetings and training as requested and maintain up to date knowledge of programs and systems Education, Responsibilities 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 English and Spanish 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 - Must be able to work from home and comply with remote working policies and requirements - Must reside and work within the continental US - Flexibility- must be available to work occasional weekends or holidays. Home Office Requirements: ** You will need to provide your own computer equipment (personal computer or laptop) (Tablets, iPads, and Chromebooks are not permitted.) - Windows or Mac (no Chromebooks, tablets or notebooks) - OS for Windows - Windows 10 or Windows 11 - OS for Mac - - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3) - 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. 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. 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 . Minimum Salary $ 19.53 Maximum Salary $ 26.58 Salary: USD 19 - 27 per hour Apply tot his job Apply To this Job