In-Bound Call Center Representative

IronMountain Solutions; Fayetteville (NC); Remote; USD 38,000 - 52,000; Full time

Job summary

A technology solutions provider is seeking a motivated Customer Service Representative for their fully remote DHS ICE HSI Tip Line. This role requires a meticulous individual who can handle incoming calls and tips, perform research, and document information accurately. Candidates should have over 3 years of experience in a call center, demonstrating strong analytical and communication skills. The ability to work in a high-volume environment and support diverse stakeholders is essential. This is a full-time position offering the possibility of remote work, with occasional in-person visits required.

Qualifications

• Experience resolving complex stakeholder or customer issues.
• Proven ability to manage multiple tasks in a high-volume environment.
• Comfortable working with diverse stakeholders.
• Strong multitasking skills, including data entry, research, and communication.

Responsibilities

• Answer and manage incoming calls and online tips from the public.
• Gather, clarify, and document information related to alleged criminal or suspicious activity.
• Prepare and route reports to appropriate field offices or agencies.
• Conduct basic research using government, law enforcement, and open-source systems
• Accurately document calls, tips, and findings in government systems
• Prepare and route reports to the appropriate field offices or agencies
• Escalate urgent or actionable information to designated personnel as needed
• Follow established procedures, policies, and data privacy requirements

Skills

Customer service orientation

Attention to detail

Strong multitasking skills

Verbal communication skills

Analytical skills

Analytical skills

Ad-hoc reporting

Education

3+ years of experience in a call center

Tools

Telephony systems

CRMs/ticketing tools

Microsoft Office

Job description

Customer Service Representative - DHS ICE HSI Tip Line

Insight Technology Solutions, Inc. is seeking a highly motivated and organized individual as a Jr Customer Service Representative. This role is part of a team that requires a demonstrable sense of urgency while working independently. We require proactive support to get things done, but also someone who can suggest and implement ways to improve processes for long-term success. A successful candidate will be customer-service oriented, have strong attention to detail and quality, have great organization skills, and can switch gears at a moment’s notice.

Work Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed.

Schedule: Full Time

Relocation: N/A

Seniority Level: Mid-Senior level

Employment Type: Full-time

Job Function: Other

Industries: Technology, Information and Internet

Job Responsibilities

• Answer and manage incoming calls and online tips from the public
• Gather, clarify, and document information related to alleged criminal or suspicious activity
• Review and assess tips to determine relevance and appropriate action
• Conduct basic research using government, law enforcement, and open-source systems
• Accurately document calls, tips, and findings in government systems
• Prepare and route reports to the appropriate field offices or agencies
• Escalate urgent or actionable information to designated personnel as needed
• Follow established procedures, policies, and data privacy requirements

Education and Experience Requirements

• 3+ years of experience in a call center
• Experience resolving complex stakeholder or customer issues
• Proven ability to manage multiple tasks in a high-volume environment
• Strong multitasking skills, including simultaneous data entry, research, and communication
• Comfortable working with diverse stakeholders across varying professional backgrounds
• Strong analytical, research, and problem-solving skills
• Ability to work independently with minimal supervision
• Excellent verbal and written communication skills
• Active listening skills and sound judgment in complex situations
• Experience supporting or training new customer service representatives
• Ability to generate ad-hoc reports using internal systems
• Experience using telephony systems, CRMs/ticketing tools, and Microsoft Office