Maximus · 5 hours ago
Customer Service Rep II (Bilingual)
United States
Full-time
Remote
New Grad, Entry Level
$17.20/hr - $24.04/hr
0+ years exp
Maximize your interview chancesBusiness Process Automation (BPA)Consulting
Insider Connection @Maximus
Get 3x more responses when you reach out via email instead of LinkedIn.
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.
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.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
High School diploma or GED required
Minimum six (6) months customer service/administrative/call center experience required
Must be able to read, write, and speak English and Spanish fluently
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
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
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
This position you will need to use your own device personal computer or laptop for training period (Tablets, iPads, and Chromebooks are not permitted.) Once training is complete, the program will provide you equipment to use
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
Preferred
Previous Experience With Phone Systems, And Headset Preferred
May have additional training or education in area of specialization
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10,001+ employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (26)
2022 (48)
2021 (38)
2020 (46)
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
1997-06-13IPO· undefined
Leadership Team
Bruce Caswell
President and Chief Executive Officer
Elisabeth Schmidt
Senior Vice President
Recent News
2024-10-29
Android Headlines
2024-06-04
2024-05-23
Company data provided by crunchbase
