[Remote] CDC Customer Service Rep II (remote)

Note: The job is a remote job and is open to candidates in USA. reputed company is recruiting for a Customer Service Rep II to support their CDC INFO program, which serves as a national contact center for public health information. The role involves providing customer service through various channels and requires maintaining up-to-date knowledge of CDC procedures and policies.

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
• 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
• Calls, emails, chats, 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 requests
• Maintain up-to-date knowledge of CDC Public Responses, 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
• Extended hours (weekend and/or holiday) may be required on occasion, depending on business needs

Skills

• High School diploma or equivalent
• 6 months of customer service experience
• Internet speed of 25mbps or higher required / 50 Mbps for shared internet connectivity
• Minimum 5mbps upload speed
• Connectivity to the internet reputed company Category 5 or 6 ethernet reputed company cable to the home internet router
• Personal computer or laptop with one of the following operating systems: Windows 10 or 11, or Mac: Big Sur (11.0.1+), Catalina (10.15), or Monterey (12.3)
• 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
• Must have a Web Cam for training and internal meetings
• Windows 11 is preferred

Company Overview