Bound Call Center Representative

Customer Service Representative - DHS ICE HSI Tip Line

Work Location: Fully Remote – Needs to be within one hour of PIV office to pick up equipment and as needed.

Schedule: Full Time

Relocation: N/A

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.

• 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.

• 3+ years of experience in a call center.
• 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.