Remote Call Center Specialist – Tip Line

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

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.