• Customer Loyalty and Support Specialist

    Job Location(s) US-PA-Royersford
    Requisition #
    Customer Services & Support
    Work From Home (Virtual)
  • 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.



    The Customer Loyalty Specialist on the Customer Loyalty and Solution Team is a phone-based role responsible for the retention and closure of our customer accounts across all Iron Mountain service lines through positive customer interaction, support and analysis. The CLS is responsible for reselling the value of IRM services to the customer and the impact this has on their company’s Information Management program. If the CLS is unable to retain the customer, they are responsible for guiding the customer through the closure process and working closely with the Customer Support Specialist on the logistics of closing the account. The team is responsible for providing analysis of internal and external requests for customer support through system tools, working with various team members and executing solutions. The CLS must ensure that customer requirements are resolved in accordance with service level agreements and performance metrics. 

    •   Build internal/external relationships through exceptional problem solving skills and consistent follow through
    • Resell customer on the reasons why they have an established relationship with IRM currently, reinforce the value of IRM service and the impact of leaving IRM on the security and compliance to their Information Management program
    • Work closely with customers to identify the root cause of their issues and do what is possible, within the given guidelines, to resolve and retain customers
    • Determine account status to build the best solution for the customer by researching current services, current pricing, open AR, any other issues the customer has identified
    • Proactively work with customers to ensure a positive customer experience while working through issues and closure of the account
    • Negotiate contract and termination costs and terms based on customer needs
    •  Lead problem resolution within established guidelines by effectively communicating with other departments and the customer
    • Work closely with Customer Support Specialist to execute on agreed upon terms to quickly and efficiently close an account



    • Strong Customer Service skills and detail-oriented
    • Ability to effectively plan and manage multiple customer accounts
    • Strong analytical skills
    • Ability to proactively manage own workload, strive to meet and exceed SLA’s
    • Computer literacy and ability to use on-line system for input, maintenance and inquiries
    • Proficient in Microsoft Office
    • Knowledge of Salesforce.com, SKP, Secure Base and other Iron Mountain systems
    • Excellent verbal and written communication skills
    • Ability to partner, influence and negotiate
    • Excellent organization and interpersonal skills
    • Ability to quickly understand the root cause of a customer issue and bring to resolution
    • Ability to work the shifts provided based on business needs
    • Experience in Customer Service



    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 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.