Customer Support Associate

About Us:

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with +5% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

ABOUT THE OPPORTUNITY:

Iron Mountain is looking for a positive and professional Customer Service Professional to join our growing team. In this role, you’ll be our customers’ first point of contact, responsible for delivering a best in class customer experience. Our Customer Care Professionals are the faces of Iron Mountain, responsible for building and maintaining the relationships established with all of our customers.

THE SUCCESSFUL CANDIDATE WILL :

● Build sustainable relationships of trust through open and interactive communication

● Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

● Interact and partner with customers to address their concerns and resolve their issues from start to finish

● Understand how the assigned duties relate to others in the team and how the team integrates with other related teams

● Exemplary demonstration of customer focus and customer empathy with every interaction

SKILLS & BEHAVIORS:

● Ability to exhibit the IRM company values at all times

● Act with Integrity

● Own Safety and Security

● Build Customer Value

● Take Ownership

● Promote Inclusion and Teamwork

● Basic computer skills, including website navigation and working knowledge of Microsoft Office & Google suite

● Ability to successfully manage client relationships

● Flexibility and Adaptability to a rapidly changing environment

● Strong Customer Focus and Customer Empathy mindset

● Strong organizational and time management skills

● Strong critical thinking and problem solving ability - Recognizes and solves typical problems that can occur in one's own work area without supervisory approval. Evaluates and selects solutions from established options

● Impacts their own team through the quality of the services or information provided.

DESIRED EXPERIENCE REQUIRED:

● 2-3 years in a Customer Care / Account Management role

● Proven customer support experience or experience as a Client Service Representative

● Track record of over-achieving quota

● Strong phone contact handling skills and active listening

● Familiarity with CRM systems and practices

WHAT’S IN IT FOR YOU?

● Be part of an ever evolving global organization focused on transformation and innovation

● A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self

● Global connectivity to learn from 26,000+ teammates across 52 countries

● Be part of a winning team who embrace diversity, inclusion, and our differences

● Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement