In-Bound Call Center Representative

divh2In-Bound Call Center Representative/h2pWork Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed./ppSchedule: Full Time/ppRelocation: N/A/ppSalary: $16 an hour/ppCustomer Service Representative - DHS ICE HSI Tip Line/ppInsight 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 moments notice./ph3Job Responsibilities:/h3ulliAnswer and manage incoming calls and online tips from the public/liliGather, clarify, and document information related to alleged criminal or suspicious activity/liliReview and assess tips to determine relevance and appropriate action/liliConduct basic research using government, law enforcement, and open-source systems/liliAccurately document calls, tips, and findings in government systems/liliPrepare and route reports to the appropriate field offices or agencies/liliEscalate urgent or actionable information to designated personnel as needed/liliFollow established procedures, policies, and data privacy requirements/liliProvide professional, courteous customer service/li/ulh3Education and Experience Requirements:/h3ulli3+ years of experience in a call center/liliAssociates degree required/liliExperience resolving complex stakeholder or customer issues/liliProven ability to manage multiple tasks in a high-volume environment/liliStrong multitasking skills, including simultaneous data entry, research, and communication/liliComfortable working with diverse stakeholders across varying professional backgrounds/liliStrong analytical, research, and problem-solving skills/liliAbility to work independently with minimal supervision/liliExcellent verbal and written communication skills/liliActive listening skills and sound judgment in complex situations/liliExperience supporting or training new customer service representatives/liliAbility to generate ad-hoc reports using internal systems/liliExperience using telephony systems, CRMs/ticketing tools, and Microsoft Office/li/ul/div