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Customer Care Professional I

Iron Mountain Royersford, PA
  • Expired: 8 days ago. Applications are no longer accepted.

Overview

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

Position is responsible for providing prompt and professional customer support by resolving customer inquiries through first call or first contact resolution. Listen and respond to customers ensuring total customer satisfaction by responding to customers in a professional and courteous manner while ensuring customer requirements are met in a timely and consistent manner. Primary areas include order entry, order research and order inquiry. Ensure customer requirements are resolved in accordance with service level agreements and performance metrics.

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:

P

A. 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.

25%

P

B. Respond to general customer inquiries.

25%

P

C. Examine all relevant information to the inquiry and use critical thinking to identify solutions

20%

P

D. Maintain records for customer interaction, recording details including the actions taken.

E. Outbound customer follow up to communicate service level updates and/or to gain clarification on written correspondence requests. 15%

15%

Qualifications

  • Functional Knowledge, Skills, and Competencies
  • 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.
  • usineRRResearch and resolve customer inquiries on first call or contact basis.
  • Reasoning skills.
  • Make djMakes decisions within established guidelines.
  • Impact on service delivery for customers as well as operational efficiency within the organization.
  • Area of Impact Operations, Transportation, Billing, Account Management, Sales, External customers.
  • A 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:
  • Sitting at desk, using computer, keyboard, phone and other general office equipment
  • Qualifications:
  • Minimum Education: Minimum Experience:
  • High School Less than 2 years

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 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.

Requisition # 2019-22722

Category Customer Services & Support

Type Full-Time

Work From Home (Virtual) No

Iron Mountain

Address

Royersford, PA
USA