CSR II Call Center CDC (remote)
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.
Minimum Requirements
- High School diploma or equivalent with 6 months of customer service experience.
- May have additional training or education in area of specialization.
Experience, Education and Skills Requirements: - Minimum six (6) months customer service/administrative /call center experience is required. - Must be able to speak and write English 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 demonstrate 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 occasional holidays and / or weekends if business needs arise. - Must be flexible to work to work alternate schedules Please note: This position requires that you provide your personal computer device (laptop or PC) during the training period. Home Office Requirements: - Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net). - Minimum 5mpbs upload speed. - Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router. - Personal computer or laptop (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems: Windows: 10 or 11 (Windows 11 is preferred) or Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3) - Private and secure work area and adequate power source. - Must currently and permanently reside in the Continental US. - Must have a smartphone which will be required to log into Maximus systems (not used for work purposes). - Must have a Web Cam for training and occasional internal meetings. 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 [email protected] . Minimum Salary $17.75 Maximum Salary $24.16