In-Bound Call Center Representative
IronMountain Solutions•Fayetteville, NC
•Remote
About The Position
IronMountain Solutions is seeking a highly motivated and organized Jr Customer Service Representative to join a team that requires urgency and the ability to work independently. The successful candidate will provide proactive support, identify and implement process improvements, deliver customer-oriented service, maintain attention to detail and quality, stay organized, and adapt quickly to changing priorities. The position is fully remote, but the employee must live within one hour of the PIV office to pick up equipment and visit as needed.
Requirements
- At least 3 years of call center experience.
- Experience resolving complex stakeholder or customer issues.
- Demonstrated ability to manage multiple tasks in a high-volume environment.
- Strong multitasking skills, including simultaneous data entry, research, and communication.
- Comfort 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 or ticketing tools, and Microsoft Office.
Nice To Haves
- Associate’s degree preferred.
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 for relevance and determine 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 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 and courteous customer service.
- Suggest and implement process improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
