Job description
Customer Service Representative
Work Location: Fully Remote
Schedule: Full Time
Relocation: N/A
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
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. We look forward to receiving your application!
*Insight Technology Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.