Introduction to Maximus and the Role
Maximus is a leading provider of business services to help governments operate health and human services programs, mostly at the state and national levels. We are seeking an experienced and skilled Bilingual Customer Service Representative II to join our team, supporting the CDC INFO program. As a Customer Service Representative II, you will play a critical role in providing exceptional customer service to the public, healthcare providers, and public health professionals, addressing their inquiries and concerns via multiple channels, including phone, email, and chat.
Key Responsibilities
In this role, you will be responsible for:
- Providing customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters)
- Utilizing computerized systems for tracking, information gathering, and/or troubleshooting
- Providing feedback when needed, providing input on call trends, processes, procedures, and training
- Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Maintaining 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
- Tracking and documenting all inquiries, appointments, and kits using CRM and applicable systems
- Meeting Quality Assurance (QA) and other key performance metrics
- Escalating calls, emails, chat, scheduling, or kit-related issues to the appropriate designated group
- Continually looking for and suggesting process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)
- Attending meetings and training as requested and maintaining up-to-date knowledge of public response, programs, and systems
Essential Qualifications
To be successful in this role, you will need:
- A High School diploma or equivalent with a minimum of six (6) months of customer service experience
- Fluency in English and Spanish (written and verbal)
- Excellent communication, listening, comprehension, and problem-solving skills
- Experience working with a PC, MS Word, and Outlook
- 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
- Ability to work from home and comply with remote working policies and requirements
- Flexibility to work holidays, weekends, and/or alternate schedules to meet operational needs
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience with phone systems and headsets
- Experience working in a call center or customer service environment
- Knowledge of healthcare services and programs
- Additional training or education in a related field
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong customer service skills, with the ability to provide an excellent empathetic customer experience
- Excellent communication, listening, and problem-solving skills
- Ability to work in a fast-paced environment, with multiple priorities and deadlines
- Strong organizational and time management skills, with the ability to manage multiple tasks and priorities
- Ability to work independently and as part of a team
- Strong attention to detail, with the ability to maintain accuracy and quality in a fast-paced environment
Career Growth Opportunities and Learning Benefits
At Maximus, we are committed to the growth and development of our employees. As a Customer Service Representative II, you will have access to:
- Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role
- Opportunities for career advancement, with a clear path for professional growth and development
- A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service
- Access to a range of benefits, including competitive pay, health insurance, and retirement savings plans
Work Environment and Company Culture
At Maximus, we are proud of our commitment to diversity, equity, and inclusion. We believe that a diverse and inclusive workplace is essential to delivering exceptional customer service and driving business success. As a Customer Service Representative II, you will be part of a team that values:
- Respect, empathy, and understanding, with a focus on delivering exceptional customer service
- Collaboration, teamwork, and open communication, with a emphasis on working together to achieve common goals
- Continuous learning and development, with a focus on helping employees grow and develop in their careers
- Diversity, equity, and inclusion, with a commitment to creating a workplace that is welcoming and inclusive to all
Compensation, Perks, and Benefits
As a Customer Service Representative II at Maximus, you can expect:
- A competitive salary, with a range of $17.20 to $24.04 per hour
- A comprehensive benefits package, including health insurance, retirement savings plans, and paid time off
- Opportunities for career advancement and professional growth, with a clear path for development and advancement
- A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative II at Maximus, you will be part of a team that is dedicated to making a positive impact on the lives of others. Don't miss out on this chance to join a dynamic and growing company, with a commitment to diversity, equity, and inclusion. Apply now and take the first step towards a rewarding new role.
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Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
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