Call Center Representative – Federal Law Enforcement

This is a fully remote position, open to applicants in Texas.

📋 Description

• Handle and monitor a high volume of incoming calls within a federal contact center.

• Document calls and create comprehensive reports within government systems.

• Conduct research utilizing databases and open-source intelligence (OSINT).

• Direct and escalate calls following established operational protocols.

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

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

• Review, evaluate, and document sensitive information while maintaining accuracy, confidentiality, and compliance.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in a call center or contact center environment.

• An Associate's Degree is required.

• Demonstrated ability to multitask while effectively communicating and entering data.

• Excellent written and verbal communication skills.

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

• Experience in managing sensitive information is essential.

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

• Must qualify for Public Trust clearance.

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

• U.S. citizenship is required.

• Must currently reside in or near El Paso, TX.

• Availability to work overnight, morning, mid, and weekend shifts as necessary.

🏝️ Benefits

• Opportunity for remote work from home.

• Full-time employment status.

• Engage in a 24/7/365 operational support environment.