CALL TAKER I

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