Inbound Call Center Representative

IronMountain Solutions; Chesapeake (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a Customer Service Representative to join a team handling the DHS ICE HSI Tip Line. The role emphasizes accuracy and urgency, with a fully remote setup, but within one hour of the PIV Hampton, VA office for equipment pickup as needed.

The position requires 3+ years in a call center, strong communication, multitasking, and the ability to work with diverse stakeholders across government and open-source data sources.

Qualifications

• 3+ years of experience in a call center or customer-service role.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a high-volume environment.
• Strong listening and problem-solving abilities.
• Experience supporting or training new customer service representatives.

Responsibilities

• Answer and manage incoming calls and online tips from the public.
• Gather, clarify, and document information related to alleged activity.
• Review and assess tips to determine relevance and action.
• Conduct basic research using government 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 as needed.
• Follow data privacy requirements.

Skills

Customer service

Attention to detail

Organizational skills

Verbal and written communication

Tools

CRMs/ticketing tools

Microsoft Office

Telephony systems

Job description

Work Location:Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed. 100 Emancipation Drive, Bldg. 135 Room AG-08, Hampton, VA 23667

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