Remote Jr. Customer Service Specialist | Inbound Calls

SC Works; Asheville (NC); Remote; USD 22,000 - 30,000; Full time

Job summary

IronMountain Solutions is hiring for an Inbound Call Center Representative based in Asheville, NC. This fully remote role requires being within one hour of a PIV office to pickup equipment and provide on-site support as needed.

The candidate should have 3+ years in a call center, strong multitasking, and excellent verbal and written communication skills. An Associate’s degree is preferred, and experience with CRMs, telephony, and Microsoft Office is valued.

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 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.

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

Customer service

Attention to detail

Organizational skills

Multitasking

Verbal communication

Written communication

Active listening

Problem solving

Independent work

Education

Associate’s degree preferred

Tools

Microsoft Office

CRM/Ticketing tools

Telephony systems

Job description

IronMountain Solutions is hiring for an Inbound Call Center Representative based in Asheville, NC. This fully remote role requires being within one hour of a PIV office to pickup equipment and provide on-site support as needed.

The candidate should have 3+ years in a call center, strong multitasking, and excellent verbal and written communication skills. An Associate’s degree is preferred, and experience with CRMs, telephony, and Microsoft Office is valued.