Customer Care Professional III

Iron Mountain

1d•Remote

About The Position

Iron Mountain is seeking a motivated and detail-oriented Customer Care Professional III to join our Customer Success team. In this role, you will be responsible for the receipt, ownership, and resolution of customer issues, ensuring high-quality support through first-contact resolution and meticulous account management. 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. 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.

Requirements

2–4 years of experience within a professional Customer Service or Contact Center environment.
High competency in computer software packages and experience using CRM applications or databases to record activities and research information.
Strong reasoning skills with a proven ability to identify trends, research issues, and make sound recommendations for resolution.
Excellent verbal and written communication skills with a professional and courteous demeanor.
High School Diploma required.
Exceptional organizational skills, interpersonal strength, and a high level of detail orientation.

Nice To Haves

a minimum of 2 years of College Education is preferred (degree not required).

Responsibilities

Act as the primary owner for customer inquiries via phone, email, and chatbot.
Analyze and resolve routine and complex problems in a timely manner, aiming for first-call resolution.
Edit and update customer account information, interpret service needs, and manage account changes such as inventory consolidations, record classification projects, and department setups.
Resolve customer invoice and billing questions and assist customers with technology requirements and proprietary system support.
Generate key customer reports, including activity and negative growth data, to support Account Managers in strategic decision-making.
Partner with Supervisors, Managers, and internal departments to escalate technical needs and ensure all professional standards are met.
Ensure all service requests are completed promptly in accordance with established Service Level Agreements (SLAs) and organizational policies.