In-Bound Call Center Representative - Pensacola - IronMountain Solutions Inc

    IronMountain Solutions Inc
    IronMountain Solutions Inc Pensacola

    6 days ago

    Description

    In-Bound Call Center Representative

    Work Location: Fully Remote - Needs to be within one hour of PIV office to pickup equipment and as needed. 790 Veterans Way Pensacola, FL 32507

    Schedule: Full Time

    Relocation: N/A

    Salary: $16 an hour

    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

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