In-Bound Call Center Representative

IronMountain Solutions, Inc.; Florida; Presencial; USD 40.000 - 55.000; Jornada completa

Descripción de la vacante

IronMountain Solutions is looking for a Jr Customer Service Representative for the DHS ICE HSI Tip Line, a fully remote role that requires candidates to be within one hour of the PIV office for equipment pickup.

The position focuses on managing incoming calls, gathering information regarding suspicious activity, and documenting findings. The ideal candidate must possess strong analytical, multitasking, and communication skills, with at least 3 years of experience in a call center environment.

Formación

• 3+ years of experience in a call center environment.
• Comfortable working with diverse stakeholders.
• Proven ability to manage multiple tasks effectively.

Responsabilidades

• Answer and manage incoming calls and online tips.
• Gather and document information related to alleged criminal activity.
• Conduct research using government and open-source systems.

Conocimientos

Customer service orientation

Attention to detail

Multitasking skills

Analytical skills

Research skills

Communication skills

Active listening

Educación

3+ years in a call center

Herramientas

Telephony systems

CRMs/ticketing tools

Microsoft Office

Descripción del empleo

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

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.

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