In-Bound Call Center Representative at IronMountain Solutions

Jacksonville, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Apr, 26

Salary

16.0

Posted On

10 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Attention To Detail, Organization Skills, Multitasking, Analytical Skills, Research Skills, Problem-Solving, Communication Skills, Active Listening, Data Entry, Telephony Systems, CRMs, Microsoft Office, Training, Stakeholder Management

Industry

Defense and Space Manufacturing

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

Responsibilities

The representative will answer and manage incoming calls and online tips, gather and document information related to alleged criminal or suspicious activity. They will also review tips, conduct research, and escalate urgent information as needed.