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 pickup equipment and as needed.

Schedule:

Full Time

Relocation: N/A

Insight Technology Solutions, Inc. is seeking a highly motivated and organized individual for this role. This position requires proactive support, process improvement, customer‑service orientation, strong attention to detail, quality, organization, and the ability to switch gears quickly.

• 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