Remote Junior Customer Service Representative

IronMountain Solutions, Inc.; Thomasville (NC); Hybrid; USD 36,000 - 48,000; Full time

Job summary

IronMountain Solutions is seeking a Jr Customer Service Representative to join a fast-paced team. You will handle incoming calls and online tips, document information, and assist with assessing and routing tips to the right offices.

The role emphasizes customer service, attention to detail, and process improvement in a remote-capable environment. We require 3+ years in a call center, strong multitasking, and excellent communication—verbal and written.

Qualifications

• 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.

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

Skills

Customer service

Call center experience

Multitasking

Data entry

Verbal and written communication

Analytical skills

Tools

CRM software

Ticketing systems

Microsoft Office

Telephony systems

Job description

IronMountain Solutions is seeking a Jr Customer Service Representative to join a fast-paced team. You will handle incoming calls and online tips, document information, and assist with assessing and routing tips to the right offices.

The role emphasizes customer service, attention to detail, and process improvement in a remote-capable environment. We require 3+ years in a call center, strong multitasking, and excellent communication—verbal and written.