Description & Requirements
MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
The Vaccine Order Management Contact Center Customer Service Representative II will be responsible for providing Level 1 support to users.
*This is an On-Site Part Time Position* You will be required to work 1 of the shifts below, Monday - Friday.
4:50AM - 9:20AM Daylight Savings Months - (March through November)
5:50AM - 10:20AM Non Daylight Savings Months - (November through March)
OR
8:00AM - 12:30PM Daylight Savings Months - (March through November)
9:00AM - 1:30PM Non Daylight Savings Months - (November through March)
Essential Duties and 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.
- Provide user support and customer service for vaccine grantees and providers via telephone and e-mail
- Maintain appropriate documentation on phone and e-mail inquiries
- Provide users with operational and technical support for basic software/hardware issues with the VTrckS Ordering System
- Escalate issues to the appropriate areas of responsibility and monitor activity to ensure that issues are resolved within the established departmental time frames
- Provide assistance to CDC in resolving escalated issues
- Complete required training
- May be required to work scheduled holidays
- Overtime may be required
Education:
- High school diploma or equivalent required
Qualifications:
- One (1)- three (3) years of related customer service, call center or help desk experience
- Demonstrated customer service, leadership and team interaction skills are required
- Ability to define and solve problems, collect data, establish facts and draw valid conclusions
- Ability to plan and organize, prioritizing and planning work activities, using time efficiently
- Experience with current PC and Windows environments required
- Knowledge of Internet browser support desired
- Technical terminology experience desired
- Must be able to speak and write English clearly and professionally
- Proven ability to work as a team member is required
- Participate in training and receive certification that all required modules received a passing score
- Spanish/English Bilingual a plus
Minimum Requirements
- High School diploma or equivalent with 6 months of customer service experience.
- May have additional training or education in area of specialization.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.