Contact Center Agent

Immersion Consulting, LLC • Hampden Township, PA

2h • Onsite

About The Position

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

• 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

Responsibilities

• 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
• Accurately document all customer interactions in contact center systems
• Verify customer information and maintain data accuracy
• Follow established processes for routing or escalating requests
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees