Customer Service Representative - ICE SEVP

Insight Technology Solutions, Inc. is seeking qualified professionals to provide Contact Center Services for a program supporting a DHS agency in Vienna, VA. We are looking for candidates with experience delivering end-user phone support in a high-volume environment and a proven ability to deliver comprehensive customer service and updates regarding sensitive information.

• Respond to customer inquiries promptly and professionally via telephone, email, and/or chat.
• Assist in resolving reported problems, tracking requests from initial contact to completion, and escalate as needed.
• Perform ad hoc analyses and standard reporting using data from multiple sources.
• Manage and update stakeholder profiles in SIMA and related databases accurately.
• Meet or exceed established performance metrics, including call handling time, productivity, quality assurance, and customer satisfaction ratings.
• Resolve problems by clarifying issues, researching answers, exploring alternatives, implementing solutions, and escalating unresolved problems to management.
• Provide accurate, valid, and complete information using multiple databases, tools, and resources simultaneously.
• Additional responsibilities as assigned.

• Ability to operate in a high-volume, metrics-driven contact center environment.
• Flexibility with work schedule to support the center’s operating hours.
• Ability to listen actively to sensitive information.
• Ability to multitask and research information across multiple databases concurrently.
• Ability to enter data while talking to callers.
• Ability to conceptualize scenarios and communicate them effectively to stakeholders.
• Ability to work independently.
• Ability to interpret and analyze information from various sources.
• Ability to communicate effectively orally (in groups and one-on-one) and in writing.
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket-tracking systems, and the Microsoft Office Suite.
• Must have clean financial and legal records to pass a minimal background investigation by the Department of Homeland Security.

We encourage all qualified individuals, regardless of background, to apply. Insight Technology Solutions, LLC is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. We look forward to receiving your application.