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.

Customer Escalation Specialist:

Join our Customer Services & Support Group as a Customer Escalation Specialist, where you will be at the forefront of providing exceptional support and building lasting relationships with our customers. This pivotal role involves owning customer issues from start to finish, proactively resolving inquiries, and serving as a trusted advisor on our products and services. If you are a customer service expert with a passion for problem-solving and a desire to make a tangible impact, we invite you to help us deliver a seamless and positive experience at every touchpoint.

Key Responsibilities:

Manage and take ownership of customer issues and requests, providing timely and consistent resolutions within established guidelines.

Troubleshoot and resolve technical issues, escalating complex problems to internal teams as needed to ensure minimal client disruption.

Collaborate with internal departments, such as Sales and Operations, to ensure a seamless and positive customer experience.

Lead and manage account changes, including inventory consolidations and record classification projects, while ensuring all service requests are completed promptly.

Identify sales opportunities, cross-sell and upsell products, and track leads to convert satisfied customers into loyal advocates.

Requirements:

2 to 4 years of work experience in a customer service role.

Excellent verbal, written, and interpersonal communication skills.

Demonstrated competency in computer software packages and a detail-oriented approach to work.

Ability to work shifts based on business needs and to support customers during those times.

Preferred: An understanding of digital solutions, AI, Machine Learning, and data center awareness.

Preferred: Minimum of two years of college education, though a degree is not required.

If you are a proactive problem-solver with a commitment to customer excellence, we encourage you to apply and become a key part of our dedicated team.