In-Bound Call Center Representative

IronMountain Solutions; Tysons (VA); Remote; USD 40,000 - 52,000; Full time

Job summary

IronMountain Solutions, Inc. seeks an Inbound Call Center Representative to handle inbound calls and tips from the public.

Fully remote but must be within one hour of a PIV office for equipment pickup, with a full-time schedule and standard benefits where applicable. The role emphasizes accurate documentation, data privacy, and the ability to resolve complex issues while maintaining professional customer service.

Qualifications

• 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, data entry, research, and communication
• Able 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

Call center experience

Multitasking

Verbal and written communication

Analytical skills

CRM/Ticketing tools

Microsoft Office

Education

Associate's degree

Job description

Inbound Call Center Representative

Work Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as required.

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