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Customer Service Associate II, New Customer Support Program

Company Name:
Iron Mountain
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.
We are currently seeking a Customer Service Associate II, for our New Customer Support Programs team (NCSP). The shift is to be determined (shift start times range 8:30am - 10:15am, shift ending range 5pm - 7pm), Monday through Friday. The position will be based out of our Royersford, PA office.
CSA''s follow through and follow up with professionalism, warmth and stellar communication skills. This important role retains business by providing world-class customer support.
Handles the first 60 days of signing a new contract (small and medium size businesses - large business get automatically directed to PCS)
Reviews contract with customer and sets the customer up in internal systems
Metrics - ensures the customer service survey is sent to the new customer at the end of 60 days.
Answers all of the how to questions
Makes follow up calls and emails to make sure the customer starts the working relationship off on the right foot
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
Date: 2014-05-08
Country: US
State: PA
City: Royersford
Postal Code: 19468
Category: Customer Services & Support
Job Type: Full-Time

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