Bilingual (Spanish/English) Customer Service Rep (CDC-INFO) in Phoenix, AZ at General Dynamics Information Technology

Date Posted: 10/13/2018

Job Snapshot

Job Description

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.

  • 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 GDITGDIT, 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 GDIT scheduled holidays
  • Overtime may be required
  • Perform other related duties as assigned
  • Must sign a Statement of Understanding

Job Requirements

  • Minimum 6 months customer service/administrative/call center experience required
  • Must be able to speak English and Spanish clearly and professionally
  • 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

Working Conditions:

The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is; the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI); the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings; electronic devices; or paper that can be brought into production areas.

The above job description is not intended to be; nor should it be construed as; exhaustive of all responsibilities; skills; efforts; or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.