Supervisor, Customer Advocacy Center

3 weeks 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.

Supervisor, Customer Programs

Iron Mountain is seeking a Supervisor, Customer Advocacy Center to join our Customer Services & Support Group.

Responsibilities:

The Supervisor of Customer Programs will lead a centralized team who supports customer complaints and other centralized activities. Responsible for the daily functions and customer support within the team. Ensure that team goals and targets are met with the primary focus on quality and customer service.

  • Assist with staff hiring, training, support, development and retention.

  • Support programs to enhance employee recognition and career development for staff.

  • Regular communication and support for the team on service performance and updates on new company policies, programs, and services.

  • Complete performance reviews and provide feedback to assist team members through performance improvement.

  • Knowledge and adherence to Iron Mountain policies and procedures at both departmental and company levels.

  • Responsible for the supervision of the team including overseeing direct customer support Executive Escalations and other support needs, relationship support, issue resolution, revenue management, and support analysis to internal Iron Mountain customers.

  • Drive the responsibility for the timely, accurate, and productive delivery of customer support needs.

  • Track results of quality and productivity standards and ongoing quality improvement programs.

  • Monitor department functions to meet deadlines required by customers.

  • Understand and review contracts.

  • Ensures that team members are knowledgeable of the company’s policies and procedures.

  • Work with other departments to assure completion of special projects, as required.

  • Support the staffing plans and workflow to support customers.

  • Maintain a plan for call quality and customer interaction support for the team members.

  • Ensure compliance with Federal, State, and Local laws, as well as, Iron Mountain policies and procedures.

  • Communicate with Internal Iron Mountain teams to understand customer support needs and develop accurate execution plans; update all parties on progress.

  • Maintain working partnerships with Market, Area, and Corporate teams, as required.

  • Other duties as assigned, include Special Projects.

  • Communicate with internal/external Iron Mountain customers regarding the resolution of service problems.

  • Provide weekly reports and customer trends/needs for team review and analysis.

Key Skills, Requirements, and Competencies:

  • Team Leadership

  • Microsoft Office Suite & Google Suite of tools

  • Iron Mountain Systems: SafeKeeperPLUS, SecureBase, SecureSync, IMConnect, Impact

  • Strong time management skills

  • Strong project management, planning, and organizational skills

  • Excellent verbal and written communication skills

  • Ability to multi-task and prioritize issues in a complex environment.

  • Excellent customer service skills

  • Detail-oriented

  • Ability to support new initiatives

  • Ability to manage, coach, and support

  • High-level problem-solving capabilities in support of customer and employee concerns

  • Ability to recognize and organize the right level of resources to address the problem at hand

  • Ability to be creative to bring new centralized processes into the team for support

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: J0078063

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