In-Bound Call Center Representative

In-Bound Call Center Representative IronMountain Solutions, Inc. Occupation: Customer Service Representatives Job #: View phone number on click.appcast.io | Source: IronMountain Solutions, Inc. Work Location: Fully Remote (within one hour of PIV office to pick up equipment as needed). Schedule: Full Time. Salary: $16 per hour. Position: Customer Service Representative – DHS ICE HSI Tip Line. We are seeking a highly motivated and organized individual as a Jr Customer Service Representative. This role requires a demonstrable sense of urgency while working independently. The successful candidate will be customer-service oriented, have strong attention to detail and quality, excellent organizational 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 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. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, public or social security status, disability, or protected veteran status. #J-18808-Ljbffr