In-Bound Call Center Representative

IronMountain Solutions; Greenville (AL); On-site; USD 34,000 - 44,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a highly motivated Jr Customer Service Representative to join a team responsible for DHS ICE HSI Tip Line operations.

You will handle incoming calls and tips, document information, and support timely actions while adhering to privacy requirements. The successful candidate will be detail-oriented, able to work independently, and comfortable coordinating with diverse stakeholders.

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.
• Excellent verbal and written communication skills.
• Active listening skills and sound judgment in complex situations.
• Ability to work independently with minimal supervision.
• 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.

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

Job description

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