In-Bound Call Center Representative

IronMountain Solutions, Inc.; Florida; On-site; USD 40,000 - 60,000; Full time

Job summary

IronMountain Solutions is seeking a Customer Service Representative for the DHS ICE HSI Tip Line. This fully remote position requires managing incoming calls and online tips related to alleged criminal activity.

The ideal candidate will have over three years of experience in a call center environment, excellent multitasking skills, and strong communication abilities. Responsibilities include documenting tips, conducting research, and preparing reports for field offices.

Qualifications

• 3+ years of experience in a call center.
• Experience resolving complex stakeholder or customer issues.
• Strong multitasking skills including data entry and research.

Responsibilities

• Answer and manage incoming calls and online tips.
• Document information related to suspicious activities.
• Prepare and route reports to appropriate agencies.

Skills

Call center experience

Problem-solving skills

Multitasking

Communication skills

Research skills

Training experience

Tools

Telephony systems

CRM/ticketing tools

Microsoft Office

Job description

Position Overview

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

Job Title: Customer Service Representative - DHS ICE HSI Tip Line

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

Qualifications

• 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

Equal Opportunity Statement

As set forth in IronMountain Solutions’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.