Job Description
- Familiarity with systems like Salesforce and SKP.
- Serve as the primary point of contact for new clients, explaining procedures and providing guidance.
- Collaborate with internal teams to meet onboarding requirements, accurately placing orders and capturing details.
- Document client interactions, update onboarding progress, and proactively communicate solutions for challenges.
- One or more years of experience in a client-facing role like onboarding or customer service.
- Strong knowledge of communication best practices, with exceptional verbal skills and a professional phone presence.
- Proven ability in problem-solving and detail management to handle multiple cases and follow process timelines.
Job Summary
Iron Mountain is seeking a highly communicative and detail-oriented Onboarding Specialist to join our Client Onboarding team. In this role, you will be responsible for ensuring a smooth and positive onboarding experience for new clients through direct and frequent verbal interaction. This role is critical, as you will serve as the primary point of contact for new clients throughout their onboarding journey, guiding them and resolving issues with a clear, professional phone presence.
What You’ll Do (Responsibilities)
In this role, you will:
- Own the Client Journey: Serve as the primary point of contact, conducting thorough phone calls to explain procedures, answer questions, and provide guidance to new clients for each case.
- Collaborate and Ensure Accuracy: Collaborate with internal teams to meet all onboarding requirements efficiently, accurately placing orders, and capturing all necessary details to avoid errors.
- Maintain Process Compliance: Document all client interactions, accurately update onboarding progress in the system, and proactively communicate solutions for potential challenges or roadblocks.
What You’ll Bring (Skills & Qualifications)
The ideal candidate will have:
- One (1) or more years of experience in a client-facing role, such as onboarding or customer service.
- Strong knowledge of communication best practices, including exceptional verbal skills with a clear, friendly, and professional phone presence.
- Proven ability in problem-solving and detail management to manage multiple onboarding cases simultaneously, place orders accurately, and consistently follow up as per process timelines.
- Familiarity with systems like Salesforce and SKP (if applicable - please clarify what SKP stands for if it is a mandatory system for the role).
Category: Customer Support
Who We Are
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
