The Customer Service Representative is responsible for the providing knowledgeable responses to telephone inquiries made to the Center for Disease Control (CDC) CDC-INFO, the CDC’s national contact center.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
These duties and responsibilities will be rated on the Annual Performance Review.
- Maintain up-to-date knowledge of CDC INFO regulations and policies as they apply. Maintain a current understanding of CDC INFO procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner. Adhere to the Privacy Act as it relates to the confidentiality of information released.
- Continually look for and suggest process improvements, which will benefit CDC, and the public (inquirers). 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.
- Assist with on the job training for new and temporary employees as requested
- Overtime may be required
ADDITIONAL DUTIES AND RESPONSIBILITIES
- Performs related duties and responsibilities as assigned/requested.
QUALIFICATIONS: EDUCATION, EXPERIENCE AND CERTIFICATION(S)
- High School diploma or equivalent is required.
- Minimum 6 months customer service/administrative /call center experience required.
- Experience working with a PC and a Windows environment required.
- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes.
KNOWLEDGE, SKILLS AND ABILITIES
- Ability to effectively work within established contractual turnaround times
- Excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
- Proven ability to work as a member of a team
- Proven verbal and written communication skills
- Typing skills
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us.We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information