Iron Mountain Customer Care Professional in Saint John, New Brunswick
About Iron Mountain
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.
Responsible for providing superior customer service through coordination, monitoring, control and resolution of escalated customer issues for all service lines. Analyze request for customer support and implement solutions. Ensure that customer requirements are resolved in accordance with service level agreements and performance metrics including first call or first contact resolution.
It's a Monday to Friday position and you'll be working from remote (from home)
Full benefits -eligible day 30 of employment
Medical + Dental + Vision
Paid vacation, holidays, sick/personal time
RRSP (with company match)
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.
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.
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.
Generate proprietary customer reports such as activity reports and negative growth for Account Managers. Interacts with Supervisor, Manager and other departments for 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.
1-2 years or more of Customer Service experience required.
Must be fully bilingual - English & French
Daily duties require taking phone calls and answering emails to place orders, billing questions and account updates.
Multitasking between systems is a daily requirement
Microsoft Office knowledge is required.
This is a work from home position that requires a self-starter, motivated individual.
Every Iron Mountain employee has an obligation to promptly report issues and violations.
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 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 # 2019-21544
Category Customer Services & Support