• Customer Service Rep-Account Closure-CSA NA II

    Job Location(s) US-PA-Royersford
    Requisition #
    Customer Services & Support
  • Overview

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and in the rank of Forbes 2018 America’s Best Employers,  is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, and with a real estate network of more than 85 million square feet across more than 1,400 facilities in over 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a more digital way of working. Visit www.ironmountain.com for more information.



    Responsible for providing superior customer service through coordination, monitoring, control and resolution of escalated customer issues for all service lines. Analyze request 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.



    Key Responsibilities: What are the main responsibilities of the role? Indicate which are primary (essential to the job) and which are secondary (not essential to the job).

    A.     Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution. Responses should be timely and consistent and within established guidelines.  


    B.   Edit customers account information. Edits include but are not limited to department name, addresses and authorized users. Within established guidelines, makes decisions on ways to update the accounts that will ensure customer goals are being met. Interpret and answer customer questions and concerns.

    C.    Review issues and/or needs, identify trends, make decisions and recommendations on how to resolve issues.   Set up and support customers with appropriate technology requirements. Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects. Receive and resolve customer invoice and billing related questions.

    D.    Generate proprietary customer reports such as activity reports and negative growth for Account Managers.   Interacts with Supervisor, Manager and other departments for purpose of resolving customer concerns and needs.   Ensure all interactions with customers (both internal and external) are professional and courteous. Ensure prompt completion of all service requests in accordance with service level agreements. Support customer needs received through Account Management or other internal teams.



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


    • 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. No leadership responsibility, however, may provide subject matter expertise support to CCP I’s. 
      • Research and resolve customer inquiries on first call or first contact basis. Excellent reasoning skills.
      • Direct impact on service delivery for customers as well as operational efficiency within the    organization. Operations, Transportation, Billing, Account Management, Sales, External customers




    • Physical Requirements:

                     Sitting at desk, using computer, keyboard, phone and other general office equipment


    • Travel Requirements: (Please indicate percentage of travel required)  
    • 0% Total travel:
    • 10% Local travel (Depending on District): May commute between Royersford & Collegeville as needed for meetings, trainings and other business needs.
    • 0% Overnight travel:
    1. Utilization of Time and Equipment:


    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.




    1. Licenses & Certifications Required:




    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

    Preferred Education:                                                    Preferred Experience:

                                        High School                                                                 Less than 2 years

                                        2 Yrs College                                                               2 – 4 Years



    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.