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 highly motivated and detail-oriented Closure Agent to join our Global Customer Care team. In this role, you will be responsible for managing the end-to-end closure process for outgoing customers, ensuring seamless transactions while maintaining high standards of customer service and data accuracy.
You will work closely with cross-functional global teams to reduce errors, implement process improvements, and provide a professional, empathetic experience for customers during their transition.
What You’ll Do
In this role, you will:
Manage the End-to-End Customer Closure Process: Oversee all necessary steps for outgoing customers, including account reconciliations, billing-related tasks, and facilitating the return of any associated Information Risk Management (IRM) inventory to ensure a seamless transition.
Collaborate with Global Cross-Functional Teams: Partner with upstream and downstream Care teams, Sales, and Customer Support to coordinate actions, reduce escalations, and implement innovative ideas for process improvements across regional countries.
Ensure Compliance and Accurate Documentation: Maintain precise records of all customer interactions and closure procedures in Salesforce, adhering strictly to company policies and regulatory standards.
What You’ll Bring
The ideal candidate will have:
Experience in International Voice Processes: Proven experience handling United States or Canadian voice processes, including extensive outbound calling and customer interaction via Salesforce Dot Com (SFDC).
Strong Knowledge of Salesforce and Billing Systems: A deep understanding of Salesforce Billing, account reconciliation processes, and customer care workflows.
Proven Analytical and Problem-Solving Abilities: High speed and accuracy in data analysis, with the ability to think strategically and act tactically to resolve complex customer inquiries.
Technical Proficiency and Adaptability: Advanced skills in Google Applications (G-Sheets, G-Docs) and Microsoft Office, along
.png)
.jpeg)
