Senior Associate

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 Summary
 

Provides timely responses to customer inquiries by telephone, email or website chatbot in an in- or outbound contact/service center, consistent with service and quality standards. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information.
 

DESIRED EXPERIENCE REQUIRED

• 5-9 years in a Customer Care Role with Mail/ Call Support experience

  
  

• 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

  
  

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