Associate Specialist, Customer Service in Phoenix, AZ at Maximus

Date Posted: 4/7/2021

Job Snapshot

Job Description

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.

Project Summary: CDC-INFO is the CDC’s national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers live agents to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics. Hours of operation are Monday through Friday 8am to 8pm EST.

The Associate Specialist maintains a current understanding of the CDC INFO procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.

Essential Job Duties and Responsibilities:
•Adhere to the Privacy Act as it relates to the confidentiality of information released.
•Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)
•Maintain up-to-date knowledge of CDC INFO regulations and policies as they apply.
•Assist with on-the-job training for new and temporary employees as requested.
•Report problems that occur and assist with the resolution.
•Utilize databases and written materials to look up and provide information to telephone inquiries.
•Respond to telephone inquiries within the set departmental staffing and time parameters.
•Maintain appropriate documentation of phone inquiries.
•May be required to work scheduled holidays.
•Overtime may be required.
•Must sign a Statement of Understanding.

Education and Experience Requirements:
•High School diploma or GED required.
•Minimum six (6) months customer service/administrative /call center experience required.
•Must be able to speak English clearly and professionally.
•Bi-lingual candidates will receive priority consideration (Phoenix only)
•Proven verbal and written communication skills a must
•Experience working with a PC and a Windows environment required.
•Ability to effectively work within established contractual turnaround times 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 is required.
•All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes.
•All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure


 Job Summary

Essential Duties and Responsibilities:

- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries. -

Customer service is the primary function.

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.


Minimum Requirements:

- High School diploma or equivalent with 6 months of customer service experience.
 



Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

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.