Customer Care Associate III

1 month ago

Norcross, United States Iron Mountain Inc 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 story 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

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