In-Bound 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. 345 Perry Hill Road, Bldg. 55 Rm 3-123, Montgomery, AL 36109 or 215 Perry Hill Road, Bldg. 1 Rm GA-119, Montgomery, AL 36109

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