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.
Primary (P) or Secondary (S)
Key Responsibilities: What are the main responsibilities of the job. Indicate which are primary (essential to the job) and which are secondary (not essential to the job).
% of Time Spent:
Provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolves customer inquiries through first call or first contact resolution.
Respond to general customer inquiries.
Examine all relevant information to the inquiry and use critical thinking to identify solutions
Maintain records for customer interaction, recording details including the actions taken. Outbound customer follow up to communicate service level updates and/or to gain clarification on written correspondence requests. 15%
Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)
Basic computer skills, MS Outlook, Interpersonal skills, Effective communication skills, call center and/or customer service experience, ability to work shifts needed to support customer and business needs.
Business Expertise: (Define the level of business expertise required of the internal and/or external business environment, scope (if applicable) and overall business acumen needed to be effective in the role)
Leadership: (Define the extent to which the role is required to lead others, processes or programs)
No leadership responsibility
Problem Solving: (Define the typical level of problem solving minimally required by the role)
Research and resolve customer inquiries on first call or contact basis. Reasoning skills. Makes decisions within established guidelines.
Nature of Impact: (Define the overall impact this role has on company operations and/or external customers)
Direct impact on service delivery for customers as well as operational efficiency within the organization.
Area of Impact: (Define where this role has impact within the daily context of position responsibilities. e.g. department, territory, business line, functional area, organization, etc.)
Operations, Transportation, Billing, Account Management, Sales, External customers
Interpersonal Skills: (Define the required skills for the role with internal and/or external contacts and the level/type of interaction necessary)
Ability to work with a wide variety of people in a positive and productive manner, teamwork, Ability to handle difficult and irate customers, exceptional soft skills
Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)
Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
Sitting at desk, using computer, keyboard, phone and other general office equipment
Travel Requirements: (Please indicate percentage of travel required)
0% Total travel:
0% Local travel (Depending on District):
0% Overnight travel:
C. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)
Laptop / desktop computer, telephone
Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:
What are the physical aspects of the job? (Please list general work environment considerations and physical requirements such as climbing racking, trucks, ladders etc.).
Licenses & Certifications Required: None
Qualifications: (Circle the minimum and preferred education and experience for the role)
Minimum Education: Minimum Experience:
High School Less than 2 years
Category: Customer Services & Support Group
Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.
Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.
Our Cores Value at https://www.ironmountain.com/about-us/values s at https://www.ironmountain.com/about-us/values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to firstname.lastname@example.org . See the Supplement to learn more about Equal Employment Opportunity.