Customer Service Rep II (Bilingual) (Temporary and Remote)

Description & Requirements reputed company is looking to fill a Bilingual Customer Service Representative II position (CSR II). This position supports our CDC INFO program. CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR reputed company phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID reputed company topics. - Must be able to read, write, and speak English and Spanish fluently - You are required to provide your own equipment (computer, headset, monitors, smartphone, etc.) - This is a full-time remote position - Must be flexible and available to work schedule Monday - Friday, 11:00am - 8:00pm eastern time zone - This is an SCA (Service Contract Agreement) role in which the pay reputed company is set by County and state where the work will be performed. Essential Duties and Responsibilities: - Provides customer service for basic and routine inquiries and problems reputed company 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 reputed company 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 Education and Responsibilities: - 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,reputed company 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 - reputed company CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes - reputed company 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 reputed company 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 reputed company CDC and reputed company 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 reputed company inquiries, appointments, kits, using CRM and applicable systems - Meet Quality Assurance (QA) and other key performance metrics - Escalate calls, emails, chat, scheduling or reputed company reputed company issues to the appropriate designated group - Continually look for and suggest process improvements, which will benefit reputed company, 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 requires you to use your own personal computer or laptop during the training period. Tablets, iPads, and Chromebooks are not permitted.*

Home Office Requirements - Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to [1] www.speedtest.net) - Minimum 5mpbs upload speed - Connectivity to the internet reputed company Category 5 or 6 ethernet reputed company cable to the home router - Private and secure work area and adequate power reputed company - Must currently and permanently reside in the reputed company US - Must have a Smartphone which will be required to log into reputed company systems Minimum Requirements - High School diploma or equivalent with 6 months of customer service experience. - Must be fluent in English and specified secondary language. - May have additional training or education in area of specialization. EEO Statement reputed company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national reputed company, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on locality. An applicant's salary history will not be used in determining compensation. Accommodations reputed company 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 applicantaccom@reputed company.com . Minimum Salary $ 19.53 Maximum Salary $ 26.58 Apply tot his job Apply To this Job