In-Bound Call Center Representative

Role overview Handle inbound calls and online tips from the public, collecting and assessing information about reported criminal or suspicious activity. The role combines customer service, research, accurate documentation, and timely routing or escalation, following established procedures and privacy requirements.

Responsibilities - Answer incoming calls and review online tips from members of the public. - Ask clarifying questions and document relevant details about reported activity. - Assess tips for relevance and determine the appropriate next step. - Conduct basic research using government, law-enforcement, and open-source systems. - Record calls, findings, and tips in government systems, then prepare and route reports to the appropriate offices or agencies. - Escalate urgent or actionable information and provide courteous, professional service.

Requirements - At least three years of call-center experience. - Ability to manage multiple tasks in a high-volume setting, including data entry, research, and communication at the same time. - Experience resolving complex customer or stakeholder issues and working with people from varied professional backgrounds. - Strong research, analytical, and problem-solving skills, with sound judgment and active listening. - Excellent written and verbal communication and ability to work independently with minimal supervision. - Familiarity with telephony systems, CRM or ticketing tools, Microsoft Office, and generating ad hoc reports; experience supporting or training new representatives.

Nice to have An associate degree is preferred.

Benefits and work setup Full-time and remote, with a requirement to live within one hour of the office to collect equipment and attend as needed.