Remote Inbound Call Center Specialist

IronMountain Solutions; Greenville (SC); On-site; USD 22,000 - 28,000; Full time

Job summary

Insight Technology Solutions, Inc. seeks an experienced Inbound Call Center Representative to handle tips and calls for the DHS ICE HSI Tip Line.

You will work in a fast-paced, detail-focused environment, delivering professional customer service while documenting information in government systems. This full-time, fully remote role requires being within one hour of the PIV office for equipment pickup and occasional on-site support.

Qualifications

• 3+ years of experience in a call center.
• Excellent verbal and written communication skills.
• Active listening and sound judgment in complex situations.

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

Active listening

Telephony systems / CRM

Education

Associate’s degree

Tools

CRM / Ticketing systems

Microsoft Office

Job description

Insight Technology Solutions, Inc. seeks an experienced Inbound Call Center Representative to handle tips and calls for the DHS ICE HSI Tip Line.

You will work in a fast-paced, detail-focused environment, delivering professional customer service while documenting information in government systems. This full-time, fully remote role requires being within one hour of the PIV office for equipment pickup and occasional on-site support.