Contact Center Agent at Immersion Consulting, LLC

Hampden Township, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Service Delivery, Inbound Calls, Digital Inquiries, Account Servicing, Documentation, Systems Usage, Performance Metrics, Quality Assurance, Schedule Adherence, Data Privacy, Security, Confidentiality, Communication, Interpersonal Skills, Problem-Solving

Industry

Business Consulting and Services

Description

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

Responsibilities

The Contact Center Agent acts as the initial contact point for customers and internal partners, managing routine inquiries and service requests via phone and digital channels. This role requires delivering accurate, timely, and professional support while adhering to performance and quality standards.