In-Bound 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.

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