Customer Care Associate IV

4 weeks ago

Norcross, Georgia, 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

With our history of reinvention, discovering new ways to help our customers and our people is always on our agenda. Explore different career possibilities to develop your skills and knowledge. We believe everyone has the potential to uncover new ways of thinking, new approaches to solving problems and to grow in this exceptional business.

Iron Mountain is seeking a Customer Care Team Lead to join our Customer Services & Support Group.

Responsibilities :

  • The Customer Care Team Lead will manage work distribution amongst the team by generating and distributing daily productivity reports.
  • Team Lead will monitor daily performance and productivity levels to identify past due work items and ensure customer follow-up is being maintained.
  • Ensure departmental activity logs and account profiles are maintained.
  • Assist team members with customer requests and issue resolution. Provide support and training where needed.
  • Conduct regular SBS coaching sessions with team members to ensure quality of work and performance levels are maintained.
  • Help ensure overall quality customer interactions through coaching/ retraining team members as required.
  • Alert members of the Leadership Team if Associates are not meeting productivity and performance SLAs. Support performance improvement plans as identified by leadership.

Key Skills, Requirements and Competencies:

  • 1-2 Years of previous leadership experience
  • Education: Associates Degree or equivalent work experience
  • Customer Service experience and knowledge of Records Management, Secure Shredding, and Data Management lines of business.
  • Excellent interpersonal skills, both verbal and written, with customers and various levels of management within Iron Mountain to address customer concerns, sales concerns and team process concerns.
  • Strong problem solving skills: Ability to resolve issues related to customer issues and issues impacting departmental performance
  • System Knowledge and Skills - Microsoft Office with emphasis on Excel expertise; system knowledge including, but not limited to SKP, Salesforce, Oracle, BillTrust, 20/20, Knowledge Base, IMConnect, SecureBase, etc.
  • Ability to interact with a variety of people inside and outside the organization
  • Ability to work closely and in unison with fellow Team Leads
  • Ability to work shifts in support of business needs
  • Strong negotiations skills
  • *Identified candidate must be able to pass a background check and drug test prior to starting

#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 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: J0074217


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