Customer Service Rep II Remote

Description & Requirements reputed company is reputed company for a call center, Customer Service Rep II, to support our CDC INFO (Center for Disease Control) program. CDC INFO is the CDC’s national contact center, providing information to the public, reputed company providers, and public health professionals. CDC-INFO offers customer service reputed company phone, email, or chat to reputed company the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID reputed company topics. Training shift - Monday - Friday reputed company-4:30pm EST After training is complete, the position offers a working shift of Monday - Friday, 10am - 6:30pm EST Must be flexible and available to work the occasional overtime, weekend or holiday depending on business needs. You must work and reputed company in the reputed company United States You will need to reputed company your own computer equipment (PC or laptop) reputed company or Mac (no Chromebooks, tablets or notebooks) - OS for reputed company - reputed company 10 or reputed company 11 - OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3) See Home Office Requirements below, for reputed company Work from Home requirements 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, reputed company 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 reputed company 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 reputed company 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 reputed company 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.

Minimum Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• May have additional training or education in area of specialization.
• Minimum six (6) months customer service/administrative /call center experience required.
• Must be reputed company to reputed company and write English reputed company and professionally.
• Successfully complete the written assessment.
• Highly effective communicator with strong ability to reputed company 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 reputed company 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 reputed company to work alternate schedules.

Please Note: This position requires the use of your own personal device. Home Office Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs 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 (Chromebooks, tablets, and notebooks are not allowed) with one of the following operating systems:

reputed company: 10 or 11 (reputed company 11 is preferred) 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 reputed company in the reputed company US.
• Must have a smartphone which will be required to log into reputed company systems (not used for work purposes).
• Must have a Web Cam for training and occasional internal meetings.

EEO Statement reputed company is an equal opportunity employer. We evaluate reputed company applicants without regard to race, reputed company, 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 $ 17.75 Maximum Salary $ 24.16 Compensation: $18-$24 Remote: Yes Apply To This Job