Call Center Technician - Heartland Consulting

Client Mission: The Homeland Security Investigations (HSI) Tip Line (TL) 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 TL 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 HSI Tip Line (HSITL) has a requirement for Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support ICE 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.

Location: Williston, Vermont; (remote during COVID only)
Training: Must be willing to train up to 3 months during the day and transition to night shift.

Specialized Experience:

• Minimum of three (3) years of specialized experience to include performing duties in support of a Contact Center answering and responding to inbound calls, speaking directly with customers handling requests/complaints, or like complexity
• Knowledge of searching databases
• Knowledge of dealing with a variety of people from varying professional/administrative backgrounds
• Ability to operate in a high-volume environment
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same time
• Ability to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
• Ability to listen actively to sensitive information
• Ability to communicate effectively both orally and in writing
• Ability to utilize telephony systems, CRM and other ticket tracker systems, and Microsoft Office Suite

Education Requirements:

• High School Diploma
• Security Requirements: Must be willing to undergo a Federal background check

Heartland Consulting is an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, national origin or disability status. We E-Verify all employees.