About the role
Inbound Call Center Representative
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
IronMountain Solutions 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 preferred • 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
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