Bound Call Center Representative

Position Overview

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

Job Title:

Customer Service Representative - DHS ICE HSI Tip Line

• 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

As set forth in Iron Mountain Solutions’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.