Customer Advocacy AssociateExecutive Escalations

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre looking to start your career or make a change talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert sustainable solutions in records and information management digital transformation services data centers asset lifecycle management and fine art storage handling and logistics. We proudly partner every day with our 225000 customers around the world to preserve their invaluable artifacts extract more from their inventory and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.

Iron Mountain is seeking a dedicated Customer Advocacy Associate to join our Customer Services & Support Group team.

In this role you will be responsible for receiving analyzing and resolving customer issues and requests within established guidelines to drive first-contact resolution.

The Customer Services & Support Group team delivers timely empathetic and professional support to help our clients protect leverage and manage their physical and digital assets.

In this role you will:

• Customer Inquiry Resolution: Review analyze and resolve customer questions account concerns and billing inquiries promptly to deliver first-contact resolution.

• Account & Technology Management: Edit and update customer account structures assist clients with technology setup requirements and lead account maintenance projects such as inventory consolidations and record classifications.

• Reporting & Data Analytics: Generate proprietary operational reportsincluding activity summaries and negative growth metricsto support Account Managers and internal stakeholders.

• Service Level Agreement Adherence: Coordinate cross-functionally with team supervisors managers and Account Management to ensure prompt completion of all service requests in accordance with established Service Level Agreements.

The ideal candidate will have:

• 2-4 years of professional experience in customer service or client support roles.

• Strong knowledge of software applications computer systems and research techniques to investigate complex customer inquiries.

• Proven ability in reasoning problem-solving attention to detail and managing multiple priorities in a dynamic support environment.

• Excellent verbal written organizational and interpersonal communication skills with a customer-centric approach.

• A minimum of 2 years of college education preferred (degree not strictly required) and the flexibility to work shifts based on business needs.