Remote Public Safety Tip Line Customer Service Rep

IronMountain Solutions; Tuscaloosa (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative for the DHS ICE HSI Tip Line. This role is fully remote but must be within one hour of a PIV office to pickup equipment and as needed.

The candidate will handle calls and online tips, document information, and support urgent actions in a high-volume environment. Strong communication, organization, and independent work are essential.

Qualifications

• 3+ years in a call center.
• Experience resolving complex stakeholder issues.
• Ability to multi-task in high-volume environments.
• Strong written and verbal communication skills.

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 tips to determine relevance and action.
• Conduct basic research using government, law enforcement, 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 to designated personnel as needed.
• Follow established procedures, policies, and data privacy requirements.

Skills

Call center experience

Customer service

Multi-tasking

Documentation

Communication skills

Research skills

Independent work

Tools

CRM software

Ticketing tools

Microsoft Office

Job description

Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative for the DHS ICE HSI Tip Line. This role is fully remote but must be within one hour of a PIV office to pickup equipment and as needed.

The candidate will handle calls and online tips, document information, and support urgent actions in a high-volume environment. Strong communication, organization, and independent work are essential.