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