Iron Mountain Customer Care Professional I in Royersford, Pennsylvania
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Join our team and you will experience a total rewards package to support your health, life, career and 401K retirement including:
Medical, dental, and vision benefits beginning first day of employment
Paid vacation, holidays, sick, and personal time
A competitive wage scale with annual merit increases
Employee Stock Purchase Program
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. - 25% Edit customers account information. Edits include but are not limited to department name, addresses and authorized users. 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. - 25% Review issues and/or needs, identify trends, 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. - 25% 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. - 25%
Functional Knowledge, Skills & Competencies
Excellent Customer Service skills
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.
Education: Minimum 2 Years College Education, Degree not required
Work Experience : 2-4 Years within Customer Service
Category: Customer Services & Support Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE