Iron Mountain Sales Jobs

y Policy Statement, <a href="https://www.dol.gov/agencies/ofccp/posters">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain Customer Advocacy Associate in Norcross, Georgia

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

As a Customer Advocacy Associate, our role is to identify and resolve concerns from Iron Mountain customers and serve as the Subject Matter Expert. The CAA is responsible for resolving escalated consumer related issues and concerns, with focus on improving customer satisfaction. In alignment with our core values, we strive to maintain the highest level of customer satisfaction through: Expanding our shared service model, creating global process ownership, building enterprise capabilities and guiding our sourcing strategy.

RESPONSIBILITIES

  • Research and resolve product or service issues, identify trends, determine solutions and suggest process improvements

  • Research and resolve critical customer escalations

  • Initiate customer contact through various communication channels to gather issue related information to help resolve concerns

  • Partner with internal stakeholders to resolve customer issues and concerns

  • Engage and communicate with all levels within the organization in a professional manner, including senior leadership

  • Follow up with customers on issues received through multiple channels to ensure risks and issues are resolved in an effort to minimize impacts to the business

  • Multiple touchpoint interactions with customer to transact or engage with the brand to build a positive customer experience

  • Create exception brand experiences for existing or potential customers

  • Demonstrate strong service knowledge with the ability to efficiently interact with customers and understand their journey and pain points

  • Align with internal stakeholders to identify improvement opportunities

  • Record all customer interactions utilizing SFDC

  • Adhere to schedules and manage time effectively to ensure customer concerns are being handled in a timely manner

  • Demonstrate strong service knowledge along with ability to efficiently interact with customers, understand their journey and pain points

  • Demonstrate high standards of professionalism and integrity by consistently adhering to the company's policies at all times

  • Provide feedback to direct Supervisor and/or Managers as needed

  • Records all customer interactions in SFDC

  • Other duties as assigned

QUALIFICATIONS

Education:

  • High school diploma or GED required

Experience :

  • Minimum 2 year of experience in Customer Service required; 2-4 years preferred

  • Prior experience working in a call center preferred

  • Prior experience resolving escalated customer concerns preferred

  • Intellectually curious and enjoys learning; the ability to think and perform both tactically and strategically

  • Prior customer care experience

Knowledge/Skills/Abilities:

  • Type at least 40 WPM

  • Analytical skills

  • Computer skills including use of all Google Suite

  • Handle difficult customer interactions in a professional manner

  • Able to professionally engage/communicate with all levels within the organization, including senior leadership

Personal Attributes :

  • Listening skills

  • Ability to learn on the fly

  • Ability to manage conflicts

  • Customer focused

  • Results oriented

  • Problem solving skills

  • Tenacious

  • Ability to multitask

  • Ability to motivate others

  • Must be reliable, efficient and flexible

Category: Sales Group

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0033784

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