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In-Bound Call Center Representative

IronMountain Solutions

Tuscaloosa, AL(remote)

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Call Centers, Communication Skills, Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer Training, Data Entry, Detail Oriented, Financial Reporting, Government, Government Regulations, Homeland Security, Inbound Call Centers, Law Enforcement, Microsoft Office, Multitasking, Office Equipment, Open Source, Organizational Skills, Policy Development, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Improvement, Research Skills, Telephone Skills, Telephony, Writing Skills
LOCATION
Tuscaloosa, AL
POSTED
Today
Inbound Call Center Representative

Work Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed.

Schedule: Full Time

Relocation: N/A

Salary: $16 an hour

Customer Service Representative - DHS ICE HSI Tip Line

Insight Technology Solutions, Inc. is seeking a highly motivated and organized individual as a Jr Customer Service Representative. This role is part of a team that requires a demonstrable sense of urgency while working independently. We require proactive support to get things done, but also someone who can suggest and implement ways to improve processes for long-term success. A successful candidate will be customer-service oriented, have strong attention to detail and quality, have great organization skills, and can switch gears at a moment's notice.

Job 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
Education and Experience Requirements:
  • 3+ years of experience in a call center
  • Associate's degree required
  • 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

About the Company

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IronMountain Solutions