Job Title

Work Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed. 345 Perry Hill Road, Bldg. 55 Rm 3-123, Montgomery, AL 36109 or 215 Perry Hill Road, Bldg. 1 Rm GA-119, Montgomery, AL 36109Schedule: Full TimeRelocation: N/AOverviewCustomer Service Representative - DHS ICE HSI Tip LineInsight 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 ResponsibilitiesAnswer and manage incoming calls and online tips from the publicGather, clarify, and document information related to alleged criminal or suspicious activityReview and assess tips to determine relevance and appropriate actionConduct basic research using government, law enforcement, and open-source systemsAccurately document calls, tips, and findings in government systemsPrepare and route reports to the appropriate field offices or agenciesEscalate urgent or actionable information to designated personnel as neededFollow established procedures, policies, and data privacy requirementsEducation and Experience Requirements3+ years of experience in a call centerExperience resolving complex stakeholder or customer issuesProven ability to manage multiple tasks in a high-volume environmentStrong multitasking skills, including simultaneous data entry, research, and communicationComfortable working with diverse stakeholders across varying professional backgroundsStrong analytical, research, and problem-solving skillsAbility to work independently with minimal supervisionExcellent verbal and written communication skillsActive listening skills and sound judgment in complex situationsExperience supporting or training new customer service representativesAbility to generate ad-hoc reports using internal systemsExperience using telephony systems, CRMs/ticketing tools, and Microsoft Office #J-18808-Ljbffr