Customer Service Representative II (Bilingual), Temporary, Remote

Description & Requirements

Maximus is hiring Bilingual (Spanish/English) Customer Service Agents, to support our CDC INFO program, the CDC’s national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO provides Customer Service via phone, email, and 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. - Temporary position - The ideal candidate will thrive in a fast-paced, high-volume contact center environment and have experience handling inbound customer inquiries. Strong listening, communication, and research skills are essential to accurately assess caller needs, navigate multiple resources, and provide clear, professional guidance. Candidates should be comfortable managing a variety of inquiries while delivering exceptional customer service and maintaining quality standards.- Must provide your own device/equipment (computer, laptop required, headset with microphone and monitor required) - Must be available to work an 8-hour shift between 8:00 am – 8:00 pm ET, Mon – Fri (40 hours/week) - Must be available to work occasional holidays

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

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