Contact Center Agent

Contact Center Agent

At Immersion Consulting, we're driven by a simple mission: deliver meaningful work that makes a real impact. We support Federal agencies with high-quality customer experience, operational excellence, and innovative problem-solving. We rely on talented people to make that possible. Our teams are collaborative, mission-focused, and committed to helping others. The Contact Center Agent role is key to ensuring exceptional service for millions of customers, and we're looking for individuals who take pride in accuracy, empathy, and professional growth.

Contact Center Agents are responsible for providing timely, accurate, and customer-focused assistance to Federal annuitants during Open Season and throughout Pre- and Post-Open Season periods. Supports inquiries via phone, IVR-assisted calls, email, chat, and other communication channels. They ensure data integrity and follow strict timeliness and quality standards.

Key Responsibilities:

• Answer inbound calls and respond to customer inquiries related to FEHB, PSHB, and FEDVIP programs.
• Process address changes, enrollment changes, cancellation/suspension requests, and other Open Season transactions.
• Utilize secure systems to enter and update customer information.
• Provide accurate guidance based on OPM-provided scripts, plan information, and regulatory requirements.
• Use IVR, web chat, email, and other technology solutions to support customer interactions.
• Escalate complex cases or special handling situations per contract guidelines.
• Maintain confidentiality and comply with privacy and security requirements (FISMA, HIPAA, NIST).
• Meet performance metrics such as Average Speed of Answer, customer satisfaction scores, and accuracy standards.

Requirements:

• High school diploma and 0–2 years of contact center or customer service experience.
• Strong communication and problem-solving skills.
• Ability to work in a high-volume, time-sensitive environment