Inbound Call Center Representative

Job description

Inbound Call Center Representative

Work Location:   Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed. 100 Emancipation Drive, Bldg. 135 Room AG-08, Hampton, VA 23667

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