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.
Job Summary
Iron Mountain is seeking a motivated Customer Excellence Junior Associate to join our Customer Excellence (Service Management) team. In this role, you will be responsible for providing exceptional customer support, resolving complex issues, and acting as a key point of contact for escalated concerns to improve overall service quality and efficiency.
You will be part of a dedicated team focused on delivering high-level service solutions and maintaining professionalism in a fast-paced environment.
What You’ll Do
In this role, you will:
Manage Multi-Channel Support: Handle complex customer inquiries via phone, email, and chat to resolve issues efficiently while meeting or exceeding Customer Effort Score (CES) and Customer Satisfaction (CSAT) targets.
Drive Cross-Functional Solutions: Collaborate with various internal teams to address escalated customer concerns and deliver comprehensive solutions that enhance the overall customer experience.
Maintain Service Standards: Ensure all interactions and process enhancements comply with updated customer service policies, procedures, and organizational standards
What You’ll Bring
The ideal candidate will have:
Experience in customer service or related roles
Strong technical proficiency with Customer Relationship Management (CRM) software and the Microsoft Office suite.
Proven ability in conflict resolution and problem-solving, with the capacity to remain calm and professional in a live, fast-paced environment.
Excellent communication skills and interpersonal abilities to effectively engage with both customers and internal stakeholders.