Sr. Customer Service Representative (Call Center Operations)

Sr. Customer Service Representative

The Homeland Security Investigations Tip Line (HSITL) is an intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). 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. 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.

The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will 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.

The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24 / 7 / 365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.

Duties and Responsibilities

• Answer and track incoming calls, eliciting and recording actionable details from callers.
• Review, analyze, and process online / web tips to determine jurisdiction and law enforcement referral requirements.
• Research corroborative information in law enforcement, DHS, and open-source databases.
• Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
• Draft and route detailed reports to ICE field offices and notify duty agents / officers of urgent matters.
• Provide on-the-job training and mentoring to new Customer Service Representatives.
• Create ad-hoc reports upon request and support recurring team meetings.
• Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards.

Qualifications

Basic Qualifications :

Minimum Qualifications :