In-Bound Call Center Representative at IronMountain Solutions

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 TimeRelocation: N/ASalary: $16 an hourCustomer 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

Life at IronMountain Solutions

IronMountain Solutions, a DOD/U.S. Government engineering support contract company, was founded in 2007. The company is based on the foundation of providing quality customer solutions from quality employee commitment. We provide focused engineering solutions in systems engineering, hardware engineering, and software engineering.

Our company philosophy is to promote integrity, quality, dedication, and solutions for our customers. IronMountain Solutions is a Service Disabled Veteran-Owned Small Business (SDVOSB). We are a fast growing company with annual growth of over 100% each year. Our corporate headquarters is located in Huntsville, AL.

Thrive Here & What We Value

Equal Opportunity Employer/SDVOSB

Teamwork and Collaboration

Professional Development and Growth

Customer Satisfaction and Exceeding Expectations

Positive Work Environment and Employee Support

Inclusive Workplace and Diversity

Continuous Learning Opportunities

WellbeeNg and Flexible Work Arrangements

Community Impact and Service

Competitive Compensation Packages

In-Bound Call Center Representative