In-Bound Call Center Representative

IronMountain Solutions, Inc.; North Carolina; Remote; USD 19,000 - 25,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking an Inbound Call Center Representative for a DHS ICE HSI Tip Line role. The position demands handling incoming calls and tips, documenting information, and conducting basic research using government and open-source sources.

You will generate reports and escalate critical information to field offices as needed. The ideal candidate has 3+ years in a call center, an Associate’s degree, and excellent communication and data-entry skills.

Qualifications

• 3+ years of experience in a call center
• Associate’s degree required
• Experience resolving complex stakeholder or customer issues
• Proven ability to manage multiple tasks in a high-volume environment
• Strong multitasking and data entry, research, and communication skills
• 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 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

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
• Provide professional, courteous customer service

Skills

Customer service

Call center

Communication

Data entry

Research

Multitasking

Microsoft Office

CRM/Ticketing tools

Active listening

Education

Associate’s degree

Tools

Telephony systems

CRMs/Ticketing tools

Microsoft Office

Job description

Inbound Call Center Representative

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

Salary: $16 an hour

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
• Provide professional, courteous customer service

Education and Experience Requirements:

• 3+ years of experience in a call center
• Associate’s degree required
• 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