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Customer Care Associate III

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.

Responsibilities :

  • 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 the 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.

Key Skills, Requirements and Competencies:

  • High school diploma Required Minimum 2 Years College Education, Degree not required

  • Work Experience: 2-4 Years within Customer Service

  • Excellent Customer Service skills

  • Detail orientation

  • Excellent competency in computer software packages.

  • Excellent verbal and written communication skills.

  • Excellent organization and interpersonal skills.

  • Ability to work the shifts provided based on business needs.

  • Ability to work the shifts necessary to support customers and business needs.

  • Research & Resolve customer inquiries on First Call/First Contact - excellent reasoning skills

#CR

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: J0076672