Contact Center Agent

Description

The Contact Center Agent serves as the first point of contact for customers and internal partners, handling routine inquiries and service requests across phone and digital channels. This role focuses on delivering accurate, timely, and professional support while meeting defined performance and quality standards.

Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery.

All roles are based onsite in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts).

Requirements

Key Responsibilities

Customer Support & Service Delivery

· Respond to inbound calls and digital inquiries (e.g., chat, email) related to account servicing and general support

· Provide clear, accurate information using approved resources and workflows

· Resolve routine requests during first contact whenever possible

Documentation & Systems Usage

· Accurately document all customer interactions in contact center systems

· Verify customer information and maintain data accuracy

· Follow established processes for routing or escalating requests

Performance & Quality

· Meet defined performance metrics, including call quality, productivity, and schedule adherence

· Maintain professionalism and consistency across all customer interactions

· Follow all data privacy, security, and confidentiality requirements

Qualifications

· High school diploma or equivalent

· 0–2 years of customer service or contact center experience

· Strong communication and interpersonal skills

· Ability to work in a high-volume, structured environment

What Success Looks Like (6–12 Months)

· Independently manages a full workload across channels

· Consistently meets or exceeds quality and productivity targets

· Demonstrates strong customer service and problem-solving skills

Growth Opportunities

· Senior Agent

· Supervisor

· Quality Assurance or Workforce Management pathways