About this role
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re 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 225,000 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, let's start the conversation.
Job Summary Iron Mountain is seeking a motivated Customer Service Associate to join our Customer Support team. In this role, you will be responsible for providing exceptional customer support, resolving complex issues, and acting as a key point of contact for escalated concerns.
This role is vital in helping our team improve overall service quality and operational efficiency.
What You’ll Do (Responsibilities) In this role, you will:
Responsibility 1: Resolve complex customer inquiries via phone, email, and chat while meeting or exceeding Customer Effort Score (CES) and Customer Satisfaction (CSAT) targets.
Responsibility 2: Collaborate with cross-functional teams to address customer concerns and deliver effective solutions.
Responsibility 3: Ensure compliance with organizational standards by assisting in the development and updating of customer service policies and procedures.
What You’ll Bring (Skills & Qualifications) The ideal candidate will have:
2-5 years of experience in customer service or related roles, including at least 1 year in a senior-level position.
Strong knowledge of Customer Relationship Management (CRM) software and the Microsoft Office suite.
Proven ability in problem-solving and conflict resolution, with the ability to handle challenging customer situations calmly in a live environment.
Excellent communication and interpersonal skills to effectively engage with customers and internal stakeholders.
What We Offer (Benefits)
Shifts: Ability to work in rotational shifts within a fast-paced environment.
Competitive compensation and benefits aligned with the experience.
Flexible work options/alternative work options to support work-life balance.
Comprehensive health, wellness, and retirement plans.
Opportunities for continuous learning and professional growth.
Other facts
About Iron Mountain
In the era of AI, your data is your advantage. Yet too often it remains untapped: disconnected from systems, underutilized, untrained, and exposed to risk. Iron Mountain is the trusted partner for organizations of all sizes to unlock what’s possible, transforming information into intelligence and assets into advantage.
How? By seamlessly managing digital and physical assets of all kinds across their lifecycle—making them visible, secure, accessible, and AI-ready. From payments to pathology, mortgages to media, fine art to IT, we’ve helped more than 240,000 customers around the world, including 95% of the Fortune 1000, unlock more value from what’s already within reach. All with unparalleled security, governance, and sustainability at every step.
What can we unlock together?
What you'll do
- The Customer Service Associate will resolve complex customer inquiries and collaborate with cross-functional teams to address customer concerns. This role is essential for improving service quality and operational efficiency.
Ready to join Iron Mountain?
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