Advocate, Customer Experience

Iron Mountain is a storage and information management company, assisting more than 156,000 organizations in 36 countries on five continents with storing, protecting and managing their 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.

The Customer Service Associate II on the issue resolution team builds customer trust and confidence with every call by identifying needs and solving problems. Associates take ownership of the call, lead analysis, take appropriate next steps and partner with other departments as needed to create the solution. They follow through and follow up with professionalism, warmth and stellar communication skills. This important role retains business by providing world-class customer support. Builds internal and external relationships through exceptional problem-solving Uses system tools to identify issues and conduct lead analysis and resolution Collaborates with team members and other departments as needed Edits customer profiles and modifies orders per customer request Creates proprietary special reports per customer request Interacts on live chat to provide order help and website education Educates customers on Iron Mountain products and services Shares any trends or ideas inspired by customer interaction

Bachelor’s degree or comparable experience Excellent verbal, written and interpersonal communications skills Adept at problem-solving At least 3-5 years of customer service experience Attention to detail Computer literacy and proficiency with online input, maintenance and inquiries systems Thrives working independently as well as in teams