In-Bound Call Center Representative

IronMountain Solutions; Tuscaloosa (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative for the DHS ICE HSI Tip Line. This role is fully remote but must be within one hour of a PIV office to pickup equipment and as needed.

The candidate will handle calls and online tips, document information, and support urgent actions in a high-volume environment. Strong communication, organization, and independent work are essential.

Qualifications

• 3+ years in a call center.
• Experience resolving complex stakeholder issues.
• Ability to multi-task in high-volume environments.
• Strong written and verbal communication skills.

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 tips to determine relevance and action.
• Conduct basic research using government, law enforcement, and open-source systems.
• 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

Multi-tasking

Documentation

Communication skills

Research skills

Independent work

Tools

CRM software

Ticketing tools

Microsoft Office

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