• Customer Service Associate II, North America

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

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a 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, 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, 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 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.



    Primary (P) or Secondary (S)

    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).

    % of Time Spent:


    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.



    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, however, may provide subject matter expertise support to CCP I’s.
    Problem Solving: (Define the typical level of problem solving minimally required by the role)


    Research and resolve customer inquiries on first call or first contact basis. Excellent reasoning skills.


    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


    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:

    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: (Allocate the % of a total day. Total does not have to equal 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:




    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

    Every Iron Mountain employee has an obligation to promptly report issues and violations.

    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.