Call Center Representative – Federal Law Enforcement

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Respond to and manage a high volume of incoming calls within a federal contact center.

• Record calls and generate comprehensive reports within government systems.

• Perform database and open-source intelligence (OSINT) research.

• Direct and escalate calls in accordance with established operational procedures.

• Ensure precision while managing sensitive or law enforcement-related information.

• Provide support to a federal law enforcement client in a 24/7 mission-critical contact center setting.

• Review, assess, and document sensitive information while guaranteeing accuracy, confidentiality, and compliance.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Minimum of 3 years experience in a call center or contact center role.

• Associate's Degree.

• Demonstrated capacity to multitask while simultaneously communicating and entering data.

• Excellent written and verbal communication abilities.

• Proficient in telephony systems, CRMs, and the Microsoft Office Suite.

• Experience in handling sensitive information.

• Capability to work in a 24/7 operational environment, including nights and weekends.

• Must be eligible for Public Trust clearance.

• Must be able to obtain and maintain a DHS Public Trust clearance/suitability determination.

• U.S. citizenship is required as part of the application process.

• Preferred experience in federal, DHS, ICE, or law enforcement settings.

• Prior experience in supporting contact/call center environments is preferred.

• Experience in 24/7 operational environments is preferred.

🏝️ Benefits

• Opportunity to work remotely from home.

• Full-time schedule supporting 24/7/365 operations.

• Commitment to equal employment opportunity and an inclusive work environment.