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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **Reports To:** Customer Service Manager / Team Lead **Location:** [Remote; Hybrid] **Job Summary:** The Senior Customer Care Representative is a seasoned professional responsible for delivering exceptional service and support to customers, handling complex inquiries, and resolving escalated issues. This role requires a deep understanding of our products/services, strong problem-solving abilities, and the capacity to mentor and support less experienced team members. The ideal candidate will be a customer advocate, adept at de-escalation, and committed to ensuring a positive and efficient customer experience. **Key Responsibilities:** + **Advanced Customer Support:** + Serve as a primary point of contact for complex, escalated, or sensitive customer inquiries via phone, email, chat, and other communication channels. + Provide in-depth product/service information, technical support, and troubleshooting assistance. + Effectively de-escalate challenging customer situations with professionalism and empathy, turning negative experiences into positive outcomes. + Identify and anticipate customer needs, offering proactive solutions and personalized recommendations. + **Issue Resolution & Problem Solving:** + Investigate and resolve advanced customer complaints, billing discrepancies, service disruptions, and other intricate issues. + Collaborate with other departments (e.g., technical support, sales, billing, logistics) to ensure swift and comprehensive resolution of customer problems. + Document all customer interactions, resolutions, and follow-up actions accurately and thoroughly in the CRM system. + **Mentorship & Training:** + Act as a subject matter expert and resource for junior customer care representatives, providing guidance and support on challenging cases. + Assist in the training and onboarding of new team members, sharing best practices and company policies. + Provide constructive feedback and coaching to peers to enhance overall team performance. + **Process Improvement & Feedback:** + Identify recurring customer issues and propose solutions to improve processes, products, and services. + Contribute to the development and updating of customer service scripts, FAQs, and knowledge base articles. + Collect and relay customer feedback to relevant internal teams to drive continuous improvement initiatives. + **Adherence to Standards:** + Maintain a high level of professionalism, courtesy, and respect in all customer interactions. + Ensure compliance with company policies, procedures, and service level agreements (SLAs). + Protect customer data and maintain confidentiality in accordance with privacy regulations. **Qualifications:** + **Experience:** + Minimum of 3-5 years of progressive experience in a customer service, call center, or customer-facing role, preferably in a senior or lead capacity. + Proven track record of resolving complex customer issues and de-escalating difficult situations. + Experience with [specific industry, e.g., SaaS, e-commerce, telecommunications, financial services] preferred. + **Skills:** + **Exceptional Communication:** Outstanding verbal and written communication skills, with the ability to articulate complex information clearly and concisely. + **Active Listening:** Superior active listening skills, with the ability to understand customer needs and unspoken cues. + **Problem-Solving:** Strong analytical and critical thinking skills to diagnose issues and develop effective solutions. + **Empathy & Patience:** High degree of empathy, patience, and emotional intelligence when interacting with customers. + **Technical Proficiency:** Proficient with CRM software (e.g., Salesforce, Zendesk, HubSpot), help desk tools, and Microsoft Office Suite. + **Adaptability:** Ability to quickly adapt to new information, processes, and technologies. + **Team Player:** Strong collaborative spirit and willingness to support team members. + **Organizational Skills:** Excellent time management and organizational skills, with the ability to prioritize tasks effectively. **Working Conditions:** + Remote work environment, requiring extended periods of sitting and screen time. + May involve handling challenging or emotionally charged customer interactions. + Typically standard business hours, but some flexibility may be required to cover peak periods or different time zones. Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0089541