About arenaflex arenaflex is a leading provider of mission‑critical public service solutions, partnering with government agencies to deliver accurate, science‑based information to millions of citizens each day. Our flagship CDC INFO program operates as the national contact center for the Centers for Disease Control and Prevention, offering trusted health guidance through phone, email, chat, and SMS. By joining arenaflex, you become part of a purpose‑driven team that helps protect public health, supports healthcare professionals, and empowers individuals to make informed decisions during routine and emergent health situations. We believe that great customer experiences start with knowledgeable, compassionate individuals who thrive in fast‑moving, technology‑enabled environments. Whether you are scheduling vaccine appointments, dispatching home‑testing kits, or answering complex health queries, your work at arenaflex directly contributes to the nation’s well‑being. Role Overview As a Customer Service Representative II – Remote for the CDC INFO program, you will be the voice of arenaflex, delivering reliable health information to a diverse audience that includes the general public, clinicians, and government officials. This fully remote position is based out of Dover, DE, but you will be empowered to work from any comfortable home office that meets our technical standards. Your primary mission is to provide courteous, accurate, and timely assistance across multiple communication channels while adhering to the highest standards of privacy, confidentiality, and quality that both CDC and arenaflex require. Key Responsibilities Customer Interaction & Service Delivery Answer inbound calls, emails, web chats, SMS texts, and social media inquiries with a focus on empathy and clarity. Assist callers in scheduling COVID‑19 and other vaccine appointments, and coordinate the dispatch of at‑home testing kits. Provide evidence‑based answers by referencing CDC‑approved publications, official web resources, and internal knowledge bases. Escalate complex or sensitive cases to senior staff or designated specialty groups while maintaining ownership of follow‑up actions. Information Management & Documentation Utilize the arenaflex Customer Relationship Management (CRM) system to log every interaction, track trends, and capture key data points. Maintain up‑to‑date personal proficiency with CDC Public Response policies, procedures, and emerging health guidance. Generate routine reports on call volume, common inquiry themes, and quality‑assurance metrics to support continuous improvement. Quality Assurance & Process Improvement Consistently meet or exceed quality‑assurance (QA) benchmarks, average handle time, and first‑call resolution targets. Provide real‑time feedback on script effectiveness, system usability, and emerging client needs. Participate in scheduled training sessions, team meetings, and cross‑functional workshops to stay current on public health developments. Identify and propose process enhancements that benefit arenaflex, the CDC, and the public, ensuring a smoother experience for all stakeholders. Essential Qualifications Education: High school diploma or GED (or equivalent). Experience: Minimum six (6) months of customer service, administrative, or call‑center experience. Communication: Exceptional verbal and written English skills, with the ability to convey complex health information in plain language. Technical Proficiency: Comfortable navigating Windows or macOS environments, Microsoft Word, Outlook, and web‑based CRM platforms. Interpersonal Skills: Strong active‑listening, empathy, and problem‑solving abilities; capable of handling multiple simultaneous tasks. Reliability: Proven ability to work independently, adhere to scheduled shifts—including holidays and weekends when operationally required—and maintain a consistent attendance record. Security & Compliance: Willingness to sign a Statement of Understanding and Non‑Disclosure Agreement; ability to comply with CDC privacy and data‑protection policies. Preferred Qualifications Previous experience with phone‑system hardware, headset operation, and virtual call‑center environments. Additional training or coursework in public health, healthcare administration, or related fields. Familiarity with CDC resources, vaccine distribution workflows, or public health emergency response. Demonstrated leadership or mentoring experience within a customer‑service team. Core Competencies & Skills for Success Attention to Detail: Accurate documentation of inquiries, appointments, and kit shipments. Adaptability: Ability to pivot from scripted responses to customized solutions when unique scenarios arise. Time Management: Efficiently balance high call volumes with quality interactions. Team Collaboration: Contribute to a supportive remote team culture using chat, video, and collaborative platforms. Technology Comfort: Quick learner of new software tools, updates, and system