• Customer Service Associate

    Job Location(s) CA-NB-Saint John
    Requisition #
    2018-19037
    Category
    Customer Services & Support
    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

                             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.

     

     

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    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.  

     

     

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    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.

     

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    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.

     

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    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.

     

     

     

     

     

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    Qualifications

     

     

     

    Experience – 3-5 years or more of Customer Service experience required.  Daily duties require taking phone calls and answering emails to place orders, billing questions and account updates.  Multitasking between systems is a daily requirement and Microsoft Office knowledge is required.  This is a work from home position that requires a self starter, motivated individual.