Inbound Call Center Representative

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