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Supervisor, Customer Care

2 months ago

Norcross, United States Iron Mountain Full time

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Description

Iron Mountain is seeking a Supervisor, Customer Care to join our Customer Services & Support Group. The Supervisor for the Customer Care team provides leadership to the team members and empower them to build personalized quality relationships with our internal and external customers. Our goal is to be our customer’s trusted partner by anticipating their business needs, reducing customer effort and taking ownership of every interaction.

Responsibilities:

The Supervisor, Customer Care will be responsible for the daily functions and customer support within the Customer Care North America teams. Ensure that team goals and targets are met with the primary focus on quality customer service.

  • Provide daily oversight to the team members, work volumes and overall team performance

  • Partner with the training and quality teams to improve performance of Customer Care Associates

  • Maintain internal relationships with Sales Individuals as well as Sales Organizational leaders

  • Provide support for self-motivated and empowered team

  • Assist with the recruitment, hiring and support of new employees and ongoing training and support for the team

  • HR related support for team members as required

  • Support initiatives to enhance employee recognition and career development for individuals on the team

  • Knowledge and adherence of Iron Mountain policy and procedures and department and company standards

  • Regular delivery of performance reviews, answer questions and provide constructive feedback to assist team members through performance improvement programs

  • Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution. Responses should be timely and consistent and within established guidelines.

  • Edit customers account information. Within established guidelines, makes decisions on ways to update the accounts that will ensure customer goals are being met. Interpret and answer customer questions and concerns.

  • Review issues and/or needs, identify trends, and make decisions and recommendations on how to resolve issues. Set up and support customers with appropriate technology requirements. Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects. Receive and resolve customer invoice and billing related questions. -

  • Generate proprietary customer reports such as activity reports and negative growth for Account Managers.

  • Interacts with Supervisor, Manager and other departments for purpose of resolving customer concerns and needs. Ensure all interactions with customers (both internal and external) are professional and courteous.

  • Ensure prompt completion of all service requests in accordance with service level agreements. Support customer needs received through Account Management or other internal teams.

Required Experience/Skills:

  • 1-3 years Management experience required

  • Strong Customer Service skills and detail-oriented

  • Knowledge of Microsoft Office Excel, Word

  • Computer literacy and ability to use on-line system for input, maintenance and inquiries

  • Excellent verbal and written communication skills

  • Excellent organization and interpersonal skills

  • Ability to work various shifts based on business needs

  • Ability to lead, coach and mentor staff

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0076782