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Customer Care Professional - Preferred Client Services
at Iron Mountain
Royersford, PA

Customer Care Professional - Preferred Client Services
at Iron Mountain
Royersford, PA

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Description

Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, 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, 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. Visit www.ironmountain.com for more information.

Responsibilities

Providing high-level customer support to Iron Mountain’s largest and most complex customers. Focuses on strategic adds and consultative partnering while being the primary contact. Establishing a relationship with the client to answer all of their care needs. Analyzing the root cause of recurring issues and formulating an action plan. Understanding customer needs and business limitations to help the customer grow their business with Iron Mountain while improving the customer’s overall experience with our company.

Key Responsibilities:

  • Being the main point of contact for corporate customer contacts for all their complex and escalated issues
  • Providing customer contacts with strategic and analytical reporting
  • Educating the customer on Iron Mountain standard processes and providing trainings for Iron Mountain self-service sites.
  • Identifying trends and recurring issues for customer contacts to provide recommendations for holistic program resolution.
  • Proactively partnering with customer contacts to solve for and identify program value adds.
  • Working across multiple business units inside Iron Mountain to ensure the customer’s needs are being met and the overall customer program is succeeding.
  • Full benefits -eligible day 1 of employment
    • Medical
    • Dental
    • Vision
    • Other benefits-
    • Paid vacation, holidays, sick/personal time
    • Tuition Reimbursement
    • 401k (with company match)
    • Employee Stock Purchase Program
    • Skills and Competencies:

Qualifications

  • Customer Centric by nature
  • High level of organizational skills with a kean attention to detail
  • Knowledge and proficiency in Microsoft Office Programs.
  • Excellent verbal and written communication skills.
  • Ability and eagerness to learn Iron Mountain software and processes.
  • Comfortable making decisions and working independently with little oversight.
  • Ability to prioritize and manage time effectively.
  • 2-3 years prior customer service/support experience.
  • Polished communication skills to interact with a variety of levels internally and externally
  • Ability to sit for extended periods of time.
  • Experience interacting with customers daily in a call center or customer oriented position

Every Iron Mountain employee has an obligation to promptly report issues and violations.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

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