Customer Service Associate I, North America

US-GA-Norcross
Requisition #
2017-15785
Category
Customer Services & Support
Type
Full-Time
Work From Home (Virtual)
No

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
 
Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
 
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 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.

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%

 

 

 

 

 

 

 

 

 

 

 

Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)

 

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.

 

Business Expertise: (Define the level of business expertise required of the internal and/or external business environment, scope (if applicable) and overall business acumen needed to be effective in the role)

 

Scope Information:

·                     Revenue (P&L)             Yes             No             Annual dollars:

·                     Operating Budget           Yes             No             Annual dollars:

 

Leadership: (Define the extent to which the role is required to lead others, processes or programs)

 

No leadership responsibility

 

Problem Solving: (Define the typical level of problem solving minimally required by the role)

 

Research and resolve customer inquiries on first call or contact basis. Reasoning skills. Makes decisions within established guidelines.

 

Nature of Impact: (Define the overall impact this role has on company operations and/or external customers)

 

                  Direct impact on service delivery for customers as well as operational efficiency within the organization.

 

Area of Impact: (Define where this role has impact within the daily context of position responsibilities.               e.g. department, territory, business line, functional area, organization, etc.)

 

Operations, Transportation, Billing, Account Management, Sales, External customers

 

Interpersonal Skills: (Define the required skills for the role with internal and/or external contacts and the level/type of interaction necessary)

 

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

Qualifications

  • Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role) 
  • Sitting at desk, using computer, keyboard, phone and other general office equipment
  • Travel Requirements: (Please indicate percentage of travel required)  

 

0% Total travel:

0% Local travel (Depending on District):

  • 0% Overnight travel:
  1. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)

 

100%

1.     Laptop / desktop computer, telephone

%

2.     Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:

 

10-20 lbs.

 

 

30-40 lbs.

 

 

40 lbs.

 

%

3.     What are the physical aspects of the job? (Please list general work environment considerations and physical requirements such as climbing racking, trucks, ladders etc.).

 

  1. Licenses & Certifications Required: None

 

  1. Qualifications: (Circle the minimum and preferred education and experience for the role)

Minimum Education:                                                    Minimum Experience:

                                    High School                                                                 Less than 2 years

                                    2 Yrs College                                                               2 – 4 Years

                                    4-Yr College Degree                                                     4 – 7 Years

                                    Masters Degree                                                            7 – 10 Years

                                    PhD                                                                              10+ Years

Preferred Education:                                                    Preferred Experience:

                                    High School                                                                 Less than 2 years

                                    2 Yrs College                                                               2 – 4 Years

                                    4-Yr College Degree                                                     4 – 7 Years

                                    Masters Degree                                                            7 – 10 Years

                                    PhD                                                                              10+ Years