Contact Center Agent

Contact Center Agent

At Immersion Consulting, 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.

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

• A 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.