In-Bound Call Center Representative

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