IronMountain Solutions, Inc.

Call Center Representative

• 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 to determine relevance and 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 the 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, courteous customer service

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Customer Support

• Provide direct telephone, email, and chat-based support to Merchant Mariner community members, members of the public, and other concerned parties
• Develop an understanding of laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process
• Answer or make client calls to address needs, complaints, and issues
• Respond efficiently and accurately, explain possible solutions, and ensure clients feel supported and valued
• Use active listening, clarify information, and diffuse angry clients as needed
• Build relationships with clients and call center team members
• Utilize software, databases, scripts, and tools
• Meet or exceed call center metrics while providing consistent customer service

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Open roles

Call Center Representative

Customer Service Representative