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.
Iron Mountain is seeking a motivated and detail-oriented Customer Care Professional III to join our Customer Success team. In this role, you will be responsible for the receipt, ownership, and resolution of customer issues, ensuring high-quality support through first-contact resolution and meticulous account management.
What You’ll Do (Responsibilities)
In this role, you will:
Customer Resolution: Act as the primary owner for customer inquiries via phone, email, and chatbot. You will analyze and resolve routine and complex problems in a timely manner, aiming for first-call resolution.
Account Management & Maintenance: Edit and update customer account information, interpret service needs, and manage account changes such as inventory consolidations, record classification projects, and department setups.
Financial & Technical Support: Resolve customer invoice and billing questions and assist customers with technology requirements and proprietary system support.
Reporting & Analytics: Generate key customer reports, including activity and negative growth data, to support Account Managers in strategic decision-making.
Cross-Functional Collaboration: Partner with Supervisors, Managers, and internal departments to escalate technical needs and ensure all professional standards are met.
Compliance & SLAs: Ensure all service requests are completed promptly in accordance with established Service Level Agreements (SLAs) and organizational policies.
What You’ll Bring (Skills & Qualifications)
The ideal candidate will have:
Experience: 2–4 years of experience within a professional Customer Service or Contact Center environment.
Technical Expertise: High competency in computer software packages and experience using CRM applications or databases to record activities and research information.
Core Competencies: Strong reasoning skills with a proven ability to identify trends, research issues, and make sound recommendations for resolution.
Communication: Excellent verbal and written communication skills with a professional and courteous demeanor.
Education: High School Diploma required; a minimum of 2 years of College Education is preferred (degree not required).
Soft Skills: Exceptional organizational skills, interpersonal strength, and a high level of detail orientation.
What We Offer (Benefits)
Pay: Exact Rate of $24.00/hr, Paid Bi-Weekly via Direct Deposit
Shift: Monday through Friday, Scheduled 8.5 Hours between 8 AM - 6 PM EST
Location: Remote - US Only
Competitive compensation and benefits aligned with the experience.
Two Weeks PTO, Sick Leave, Wellness Time off & 7 Paid Holidays + 3 Floating Holidays
Comprehensive health, wellness, and retirement plans.
Opportunities for continuous learning and professional growth.
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. #LI-DNI
Category: Customer Support