Customer service representative call center operations

BACKGROUND

The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.

SCOPE

The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.

Position Objective: The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.

Duties and Responsibilities:

• Answer and track incoming calls, eliciting details from callers to capture actionable information.

• Review and process online/web tips to determine if further analysis or referral is required.

• Conduct preliminary research in government and open-source databases to verify information.

• Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.

• Draft and route reports to appropriate ICE field offices following established procedures.

• Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.

• Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.

• Participate in required training sessions, team meetings, and quality assurance activities.

Qualifications

Basic Qualifications:

• High school diploma required.

• Minimum of three (3) years specialized experience in a contact center environment answering and responding to inbound calls of comparable complexity.

• Demonstrated knowledge and ability in the following areas:

• Searching and researching multiple databases.

• Operating effectively in a high-volume contact center environment.

• Multitasking, including data entry and live communication simultaneously.

• Engaging with diverse individuals from varying professional and administrative backgrounds.

• Conceptualizing scenarios and communicating them clearly.

• Independently analyzing and interpreting sensitive information.

• Actively listening to and documenting sensitive information.

• Communicating effectively both orally and in writing.

• Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.

• Citizenship: U.S. Citizenship required.

Minimum Qualifications:

• Prior experience in federal, law enforcement, or DHS-related contact centers.

• Fluency in Spanish (desirable but not required).

• Ability to work effectively under pressure in a fast-paced, mission-critical environment.

• Strong documentation, attention to detail, and problem-solving skills.

• Flexibility to work assigned shifts, including nights, weekends, and holidays.

• Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at [email protected] . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

This position is contingent upon contract award.