Maximus

Essential Duties and Responsibilities:

- Customer service is the primary function
- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, 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
- Call, email, chat, 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 information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits
- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner
- Track and document all inquiries, appointments, kits, 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, and the public (inquirers)
- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

­­­Minimum Requirements:

- High School diploma or GED required
- Minimum six (6) months customer service/administrative /call center experience required
- Must be able to speak and write English clearly and professionally
- Successfully complete the written 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
- Flexibility -  Required to work holidays, weekends and /or weekends to meet operational needs
- Must be able to work alternate schedules

Home Office Requirements:

- Internet speed of 25mbps or higher download and a upload of 10mbps or higher required (you can test this by going to [1] www.speedtest.net

- Preferred Windows or Mac (no Chromebooks or tablets)

- Hardwired internet (ethernet) connection

- Private work area and adequate power source