In-Bound Call Center Representative

IronMountain Solutions; Oregon; Hybrid; USD 21,000 - 33,000; Full time

Job summary

IronMountain Solutions, Inc. is seeking an inbound call center representative to handle public inquiries remotely. The role demands a strong customer-service orientation, meticulous data handling, and the ability to work independently in a high-volume environment.

You will manage calls, document information, and support privacy-compliant processes. The position requires 3+ years in a call center, excellent verbal and written communication, and experience with documentation and reporting.

Qualifications

• 3+ years of experience in a call center.
• Strong verbal and written communication skills required.
• Ability to manage multiple tasks in a high-volume environment.
• Comfortable working with diverse stakeholders across varying backgrounds.
• Experience resolving customer issues and providing professional service.

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 information to designated personnel as needed.
• Follow established procedures, policies, and data privacy requirements.
• Provide professional, courteous customer service.

Skills

Call center experience

Active listening

Verbal and written communication

Education

Associate degree preferred

Tools

CRMs/Ticketing tools

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.

IronMountain Solutions 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 preferred
• 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