Impactful Contact Center Agent - Federal Benefits

Immersion Consulting, LLC.; Annapolis (MD); On-site; USD 35,000 - 45,000; Full time

Job summary

A consulting firm based in Annapolis, Maryland, is looking for a Contact Center Agent to provide exceptional service to Federal annuitants. The role involves answering inquiries about various programs while maintaining accuracy and compliance with privacy regulations. Ideal candidates will have a high school diploma and strong communication skills, along with the ability to thrive in a fast-paced environment. Join our mission-focused team to make a real impact!

Qualifications

• 0–2 years of contact center or customer service experience.
• Ability to work in a high-volume, time-sensitive environment.

Responsibilities

• Answer inbound calls and respond to customer inquiries.
• Process address changes, enrollment changes, and other transactions.
• Utilize secure systems to enter and update customer information.
• Provide accurate guidance based on OPM-provided scripts.
• Use IVR, web chat, email, and other technology solutions.
• Escalate complex cases as per contract guidelines.
• Maintain confidentiality and comply with privacy requirements.
• Meet performance metrics such as customer satisfaction scores.

Skills

Strong communication

Problem-solving skills

Customer service

Education

High school diploma

Job description

A consulting firm based in Annapolis, Maryland, is looking for a Contact Center Agent to provide exceptional service to Federal annuitants. The role involves answering inquiries about various programs while maintaining accuracy and compliance with privacy regulations. Ideal candidates will have a high school diploma and strong communication skills, along with the ability to thrive in a fast-paced environment. Join our mission-focused team to make a real impact!