Answer and manage incoming calls and online tips from the public, gathering, clarifying, and documenting information related to alleged criminal or suspicious activity
Job Summary
Answer and manage incoming calls and online tips from the public, gathering, clarifying, and documenting information related to alleged criminal or suspicious activity.
Conduct basic research using government, law enforcement, and open-source systems, and accurately document calls, tips, and findings in government systems.
Prepare and route reports to the appropriate field offices or agencies, and escalate urgent or actionable information to designated personnel as needed.
Matching Summary
Answer and manage incoming calls and online tips from the public, gathering, clarifying, and documenting information related to alleged criminal or suspicious activity.
Salary
$16 an hour; Not specified; Not specified
Skills & Requirements
Must-have
Answer and manage incoming calls
Gather, clarify, and document information
Conduct basic research
Accurately document calls and findings
Prepare and route reports
Follow established procedures and policies
Provide professional, courteous customer service
Nice-to-have
Demonstrable sense of urgency
Proactive support
Suggest and implement process improvements
Switch gears at a moment's notice
Work independently with minimal supervision
Key Requirements
3+ years of call center experience
Associate’s degree required
Experience resolving complex stakeholder issues
Proven ability to manage multiple tasks
Strong multitasking skills
Comfortable working with diverse stakeholders
Strong analytical, research, and problem-solving skills
Excellent verbal and written communication skills
Active listening skills and sound judgment
Experience supporting or training new representatives
Ability to generate ad-hoc reports
Experience using telephony systems, CRMs/ticketing tools, and Microsoft Office