Job Details

CDC Customer Service Agent

Maximus is currently recruiting for a Customer Service Agent to support our Centers for Disease Control (CDC) program. The Customer Service Agent is responsible for the efficient and accurate routing of inbound calls and messages, recording of emergency information, and supplying basic requested information through standard verbal responses or transferring calls to appropriate automated voice bulletin boards.

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).
• 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.
• Transfer calls and messages to the appropriate party or automated voice bulletin board.
• Use standard verbal responses to supply basic information on medical subjects, public health issues, and employee information.
• Adhere to Privacy Act as it relates to the confidentiality of information received.
• Provide accurate and knowledgeable responses to inbound telephone and message inquiries in a courteous and professional manner.
• Maintain a current understanding of the Programs standard operating procedures, processes and Program policies as provided during training.
• Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.
• Respond to telephone inquiries within the set departmental staffing and time parameters.

Home Office Requirements:

• This project will provide equipment for your home office laptop that is hard-wired to your internet router with an ethernet cable.
• You must provide reliable, high-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 10 Mbps.
• Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems.
• Private and secure work area and adequate power source.

Minimum Requirements:

• High School diploma or equivalent required.
• At least 6 months of related customer service, call center, or service center experience.
• Preferred 1 - 3 years experience in a customer service, call center environment.
• Strong listening and customer service skills.
• Must be able to speak English clearly and professionally.
• Proven ability to work as a team member is required.
• Must be able to type 20 WPM, 30 WMP preferred.
• NACI background check is required.
• Must live within a commutable distance to the CDC Main Campus, 1600 Clifton Road, Atlanta, GA 30333.

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 ...@maximus.com.

Minimum Salary: $17.75 Maximum Salary: $17.75