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
The Domestic Specialty Team is responsible for delivering a world-class customer experience tailored to specialized domestic accounts. This role ensures efficient, empathetic, and accurate resolution of inquiries, requests, and challenges related to Iron Mountain’s information management solutions. The specialist will act as a subject matter expert on domestic-specific services and workflows, collaborating with internal teams to drive excellence and retention.
Qualification Required
Any Graduate/ MBA with 5 to 8 Year’s of relevant experience in Semi-Voice process supporting North-American customers.
Key Areas of Responsibility
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Serve as the primary point of contact for a portfolio of domestic specialty clients, managing complex service requests and escalations with professionalism and urgency.
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Deliver exceptional service by understanding client-specific business needs, compliance requirements, and operational challenges.
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Monitor service level agreements (SLAs), track key performance indicators (KPIs), and proactively resolve issues to meet or exceed customer expectations.
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Collaborate cross-functionally with Operations, Sales, Billing, and IT to ensure seamless service delivery.
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Participate in continuous improvement initiatives, contributing feedback and recommendations to optimize workflows and customer outcomes.
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Maintain up-to-date knowledge of Iron Mountain’s domestic service offerings, systems, tools, and regulatory changes that may impact customer support.
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Utilize CRM and case management tools to document all customer interactions and follow through to resolution.
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Identify root causes of recurring issues and collaborate with internal stakeholders to develop permanent solutions.
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Support onboarding and training for new team members or process changes as required
Skills Required
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Proficiency in CRM platforms (e.g., Salesforce, Service Now) and MS Office Suite.
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Demonstrated ability to handle high-pressure situations with a calm, problem solving mindset.
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High attention to detail, organizational skills, and the ability to manage multiple priorities.
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Team-oriented, with a commitment to delivering excellence through collaboration and accountability.
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Excellent verbal (oral) and written communication
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Provide excellent Customer Service to internal and external customers
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Proficient with MS programs - Microsoft Excel and Microsoft Outlook (Other system experience is a plus)
Category: Customer Support
