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 dedicated and customer-focused Customer Excellence Specialist to join our Customer Excellence (Service Management) team. In this role, you will be responsible for providing exceptional customer support, resolving complex issues across multiple channels, and acting as a key point of contact to elevate overall service quality and customer satisfaction.
The Customer Excellence team works closely with cross-functional partners to address escalated customer concerns, optimize internal service processes, and deliver smooth, high-quality customer experiences.
What You’ll Do
In this role, you will:
Manage Complex Inquiries & Resolutions: Handle customer inquiries via phone, email, and chat while efficiently resolving complex issues to meet or exceed Customer Satisfaction targets and improve service efficiency.
Collaborate Across Teams: Partner with cross-functional teams to address customer concerns, deliver comprehensive solutions, and assist in developing and updating customer service policies and procedures.
Maintain Operational Standards & Compliance: Identify continuous improvement opportunities in live operational environments to enhance service processes while maintaining full alignment with organizational guidelines and policies.
What You’ll Bring
The ideal candidate will have:
Minimum 2+ years of experience in customer service or related customer support roles.
Strong knowledge of customer service management practices, live environment operations, and de-escalation strategies (proficiency with Zendesk is preferred).
Proven ability in excellent written and verbal communication, interpersonal engagement, problem-solving, and handling challenging customer situations calmly.
High school diploma or equivalent experience in customer service or client support (a bachelor's degree in a related field is preferred)
