Customer Excellence Representative

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Customer Excellence Representative is responsible for providing superior customer service through coordination, monitoring, control and resolution of escalated customer issues for all service lines. Analyze requests 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

Responsibilities:

• Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution.
• Edit customers account information.
• Review issues and/or needs, identify trends, make decisions and recommendations on how to resolve issues.
• 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 the purpose of resolving customer concerns and needs.
• Ensure prompt completion of all service requests in accordance with service level agreements.

**Key Skills, Requirements and Competencies:**

• Excellent Customer Service skills
• Detail orientations
• 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