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Customer Service Associate 1

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions records and information management, data management, digital solutions, data centers and secure destruction Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www. ironmountain. com for more 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 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.

Responsibilities

The Customer Response Representative is the voice of Iron Mountain. Informed, friendly, and professional, the CRR provides world-class service and support. This person acts as the main point of contact for customers calling in standard orders and service requests while also working with five specialized industry teams. Each of these groups reflects a collaborative spirit and commitment to excellence:Healthcare Team,Legal/Finance Team,Government Team,SMB (Small/Medium Business) Support Team,Task Team (email/fax/callback)

  • Handles standard calls and processes orders

  • Routes nonstandard issues to appropriate departments

  • Processes phone, fax and email orders; creates timely service order

  • Researches and resolves order discrepancies, or files report if issue exceeds guidelines

  • Generates customer reports as requested through SafeKeeperPLUS

  • Fields customer questions regarding SafeKeeperPLUS

  • Assists with delivery questions and support

  • Forwards any billing issues to the administrative team

Qualifications

  • High school education/GED with 1-3 years of customer service experience

  • Strong organizational skills and ability to set up workflow priorities

  • Typing/keyboarding proficiency (30 wpm or greater)

  • Ability to navigate multiple screens and programs

  • Strong attention to detail

  • Proven verbal, written and interpersonal business communication skills

  • Proficiency on a PC in the Windows environment

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

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.

Requisition #
2018-19038

Category
Customer Services & Support

Type
Full-Time



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