In-bound Call Center Representative

Insight Technology Solutions, Inc.

Thomasville, US
$16 an hour ph
Hybrid (fully remote but needs to be within one hour of piv office for equipment pickup)
Answer and manage incoming calls
Gather, clarify, and document information
Conduct basic research
Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative to manage incoming calls and online tips for the DHS ICE HSI Tip Line. The ideal candidate should have strong customer service skills, multitasking abilities, and a proactive approach to problem-solving

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, accurately documenting calls, tips, and findings in government systems.
  • Prepare and route reports to appropriate field offices or agencies, escalating urgent or actionable information as needed while following established procedures, policies, and data privacy requirements.

Matching Summary

Match Score: 75

Insight Technology Solutions, Inc. is seeking a Jr Customer Service Representative to manage incoming calls and online tips for the DHS ICE HSI Tip Line. The ideal candidate should have strong customer service skills, multitasking abilities, and a proactive approach to problem-solving.

Salary

$16 an hour

Skills & Requirements

Must-have

  • Answer and manage incoming calls
  • Gather, clarify, and document information
  • Conduct basic research
  • Accurately document calls and findings
  • Follow established procedures and policies
  • Provide professional, courteous customer service

Nice-to-have

  • Demonstrable sense of urgency
  • Proactive support and process improvement
  • Switch gears at a moment's notice
  • Work independently with minimal supervision

Key Requirements

  • 3+ years of experience in a call center
  • 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

Work Rights

Not specified

Tailored Resume

Cover Letter