• Operations Service Desk Specialist

    Job Location(s) US-MI-Wixom
    Requisition #
    2018-18566
    Category
    Operations
    Type
    Full-Time
  • 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.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Responsibilities

    Position is responsible for providing prompt and professional customer support by resolving customer inquiries and issues related to transportation, operations and/or other service issues for a given Territory across all service lines. 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 addressing Territory service issues and order inquiry and follow up. Ensure customer requirements are resolved in accordance with service level agreements and performance metrics.Will collaborate with Customer Care or other critical departments to address larger complex issues

    Primar (P) or (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 resolution of service issues at a Territory level including transportation and operational issues/complaints.. Attempt to resolves customer inquiries through CC handoff.

    25%

    P

    B.    Resolve customer inquiries and issues for markets within given Territory level service failures

    25%

    P

    C.    Examine all relevant information to the inquiry/issue and use critical thinking to identify solutions. Identify issue trends at the Territory and customer level and root cause. Recommend to Territory leadership appropriate resolution to prevent ongoing service issues.

    20%

    P

    D.    Maintain records for customer interaction, recording details including the actions taken through technology

    E.    Outbound customer follow up to communicate service issue updates and resolution and/or to gain clarification on written correspondence requests.                                                                                                      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, transportation or operations experience and ability to work effectively with customers, 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/issue 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, External customers, other territory functional areas, customer care, Sales 

    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

    15%

    Qualifications

    Jo Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to m meet the minimum requirements of the role)

     

    • 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.).

     

     

     

     

     

     

     

     

     

     

     

     

     

    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