Sr. Customer Service Representative (call Center Operations)

Sr. Customer Service Representative

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 online 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.

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 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:

High school diploma required. Minimum of 5 years of specialized experience in a contact center environment handling inbound calls of similar complexity. Demonstrated experience in:

• Searching and researching multiple databases.
• Resolving a wide variety of complex stakeholder issues.
• Working on multiple projects simultaneously in a high-volume contact center.
• Engaging with diverse stakeholders from various professional/administrative backgrounds.
• Multitasking effectively, including simultaneous data entry and live communication.
• Conceptualizing scenarios and communicating them clearly to stakeholders.
• Independently interpreting, analyzing, and reporting sensitive information.
• Actively listening to and processing complex information.
• Communicating effectively both orally and in writing.
• Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.
• Providing on-the-job training and support to junior CSRs.
• Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.
• Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.
• Strong oral and written communication skills.
• U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).

Minimum Qualifications:

• Prior experience supporting DHS, ICE, or law enforcement-related contact centers.
• Demonstrated ability to conceptualize complex scenarios and communicate them clearly.
• Strong interpersonal and mentoring skills to train and support junior CSRs.
• Proven ability to create clear ad-hoc reports and support team meetings.
• High attention to detail with strong active listening and documentation skills.
• Ability to handle sensitive and confidential information with discretion.
• Flexibility to work assigned shifts, including evenings, weekends, and holidays.

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.