In-Bound Call Center Representative

IronMountain Solutions; Hampton (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative to handle a high-volume DHS ICE HSI Tip Line, answering calls and online tips, documenting information, and coordinating with field offices.

The role emphasizes urgency, accuracy, and customer-service orientation, with opportunities to improve processes and support across diverse stakeholders while working under minimal supervision.

Qualifications

• 3+ years of experience in a call center.
• Experience resolving complex stakeholder or customer issues.
• Strong multitasking and data entry capabilities in high-volume settings.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Experience using telephony systems and ticketing tools.

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

Skills

Call center experience

Customer service

Multitasking

Verbal written communication

Active listening

CRM/ticketing systems

Microsoft Office

Analytical skills

Tools

CRM software

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