Customer Service Representative, CDC (Remote)
Budget: $15 – $25 USD
Agents will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine or testing appointment
Transfer/refer caller to appropriate entities according to the established guidelines
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers.
Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
Escalate calls or issues to the appropriate designated staff for resolution, as needed
Track and document all inquiries using the applicable systems
Facilitate translation services for non-English speaking callers according to outlined procedures
Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems
Meet quality assurance (QA) and other key performance metrics
Report problems that occur and assist with the resolution
Utilize databases and written materials to look up and provide information to telephone inquiries
Respond to telephone inquiries within the set departmental staffing and time parameters
Transfer/refer caller to appropriate entities according to the established guidelines
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers.
Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
Escalate calls or issues to the appropriate designated staff for resolution, as needed
Track and document all inquiries using the applicable systems
Facilitate translation services for non-English speaking callers according to outlined procedures
Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems
Meet quality assurance (QA) and other key performance metrics
Report problems that occur and assist with the resolution
Utilize databases and written materials to look up and provide information to telephone inquiries
Respond to telephone inquiries within the set departmental staffing and time parameters