Remote Customer Service Representative II – CDC INFO Public Health Hotline (arenaflex) – Dover, DE

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 enhancements.
• Customer‑Centric Mindset: Prioritizing the caller’s needs while aligning with CDC and arenaflex standards.

Career Development & Learning Opportunities

arenaflex is committed to investing in the professional growth of its employees. As a Remote Customer Service Representative II, you will have access to:

• Extensive onboarding and ongoing training modules covering CDC guidelines, communication best practices, and advanced CRM functionalities.
• A mentorship program that pairs you with seasoned CSR leaders for guidance and career planning.
• Eligibility for internal mobility into senior CSR roles, team lead positions, quality‑assurance analysis, or specialized public‑health outreach programs.
• Tuition reimbursement for accredited courses related to health communication, public health, or information technology.

Work Environment & Company Culture

Working remotely from a dedicated home office, you will enjoy a flexible schedule that acknowledges the need for work‑life balance. arenaflex fosters an inclusive environment where every voice matters, and where diversity of thought drives innovation in public service delivery.

Our remote team culture is built on:

• Regular virtual huddles and team‑building activities to keep connections strong.
• Transparent communication channels with leadership for feedback and ideas.
• Recognition programs that celebrate exceptional service, quality scores, and creative problem‑solving.
• An unwavering commitment to ethical standards, privacy protection, and social responsibility.

Compensation, Perks & Benefits

arenaflex offers a competitive wage that aligns with the prevailing wage rate for the Dover, DE area, ensuring fair and equitable pay. The salary range for this role is approximately $17.75 – $22.17 per hour, with adjustments based on experience, performance, and locality.

Additional benefits include:

• Health, dental, and vision insurance plans with employer contributions.
• Retirement savings options, including a 401(k) with matching contributions.
• Paid time off (PTO), sick leave, and paid holidays—flexible scheduling to accommodate weekend and holiday coverage needs.
• Remote‑work stipend for high‑speed internet, ergonomic equipment, and office supplies.
• Employee assistance programs (EAP) for mental health, financial counseling, and work‑life resources.
• Opportunities for performance‑based bonuses and career advancement.

Equal Opportunity & Pay Transparency

arenaflex is an equal‑opportunity employer. We evaluate all qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other protected characteristic. Salary history will not be used to determine compensation, and we are committed to pay transparency in accordance with Department of Labor guidelines.

How to Apply

If you are a motivated, detail‑oriented communicator who thrives in a remote environment and is passionate about public health, we encourage you to join arenaflex’s CDC INFO team. Take the next step in a career that makes a real difference every day.

To submit your application: Click the “Apply Now” button on the posting, complete the short online assessment, and upload your résumé. Our recruiting team will review your credentials and reach out promptly to discuss next steps.

Become part of a dynamic workforce dedicated to protecting the health of the nation—apply today and help arenaflex keep the public informed, safe, and healthy.