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 detail-oriented and customer-focused Customer Care and Billing Specialist to join our Customer Care team.
In this role, you will be responsible for managing the closure process for outgoing customers, ensuring accurate billing reconciliations, and driving continuous process improvements across regional operations. You will work closely with upstream and downstream teams to eliminate operational errors, enhance transaction efficiency, and deliver an exceptional customer experience.
You will join a dynamic, global, cross-functional team dedicated to seamless customer support, service excellence, and innovative solution delivery.
What You’ll Do
In this role, you will:
Manage End-to-End Customer Account Closures: Execute the account closure process for outgoing customers by conducting precise billing reconciliations, facilitating the return of Information Risk Management (IRM) service inventory, and maintaining accurate records in alignment with company standards.
Collaborate Across Global Cross-Functional Teams: Work closely with sales, customer support, and billing departments—as well as United States and Canada (US/CA) voice process teams—to address customer inquiries, streamline communication, and resolve account escalations efficiently.
Ensure Process Compliance and Optimization: Adhere strictly to organizational policies and industry regulations while identifying operational bottlenecks, proposing innovative solutions, and implementing standardized process improvements regionally.
What You’ll Bring
The ideal candidate will have:
Proven experience in customer care, billing processes, and account management (prior experience in United States/Canada international voice processes, profile updates, and order management is highly preferred).
Strong functional knowledge of Salesforce.com (SFDC), billing systems, account reconciliation practices, and Information Risk Management (IRM) services.
Proven ability in data analysis, strategic problem-solving, active listening, and managing tight deadlines with high accuracy.
Proficiency with productivity tools including Microsoft Office (Word, Excel) and Google Workspace (Google Sheets, Google Docs), alongside a flexibility to adapt to changing priorities and shift schedules.
