Contact Center Agent
Immersion Consulting
Contact Center Agent
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).
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
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Immersion Consulting
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