Senior Associate Customer Excellence Semi-voice

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.

Job Summary

The Domestic Specialty Team is responsible for delivering a worldclass customer experience tailored to specialized domestic accounts. This role ensures efficient empathetic and accurate resolution of inquiries requests and challenges related to Iron Mountains information management solutions. The specialist will act as a subject matter expert on domesticspecific services and workflows collaborating with internal teams to drive excellence and retention.

Qualification
Any Graduate/ MBA with 5 to 8 Years of relevant experience in SemiVoice process supporting NorthAmerican customers.

Key Areas of Responsibility

• Serve as the primary point of contact for a portfolio of domestic specialty clients managing complex service requests and escalations with professionalism and urgency.

• Deliver exceptional service by understanding clientspecific business needs compliance requirements and operational challenges.

• Monitor service level agreements (SLAs) track key performance indicators (KPIs) and proactively resolve issues to meet or exceed customer expectations.

• Collaborate crossfunctionally with Operations Sales Billing and IT to ensure seamless service delivery.

• Participate in continuous improvement initiatives contributing feedback and recommendations to optimize workflows and customer outcomes.

• Maintain uptodate knowledge of Iron Mountains domestic service offerings systems tools and regulatory changes that may impact customer support.

• Utilize CRM and case management tools to document all customer interactions and follow through to resolution.

• Identify root causes of recurring issues and collaborate with internal stakeholders to develop permanent solutions.

• Support onboarding and training for new team members or process changes as

Skills Required

• Proficiency in CRM platforms (e.g. Salesforce Service Now) and MS Office Suite.

• Demonstrated ability to handle highpressure situations with a calm problem solving mindset.

• High attention to detail organizational skills and the ability to manage multiple priorities.

• Teamoriented with a commitment to delivering excellence through collaboration and accountability.

• Excellent verbal (oral) and written communication

• Provide excellent Customer Service to internal and external customers

• Proficient with MS programs Microsoft Excel and Microsoft Outlook (Other system experience is a plus)