Senior Associate

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.

Job Summary Are you a problem-solver who thrives on turning challenging situations into positive outcomes? We are seeking a dedicated Customer Experience Specialist to join our team. In this pivotal role, you will be the voice of our brand, providing exceptional support and resolving complex issues that require a high degree of empathy and critical thinking.

As a key point of contact for escalated concerns, you won’t just fix problems—you will help us redefine service quality and operational excellence.

What You’ll Do (Responsibilities)

• Master Multi-Channel Support: Engage with customers across phone, email, and chat to provide seamless and professional assistance.

• Solve Complex Challenges: Take ownership of escalated issues, utilizing your decision-making skills to deliver efficient, high-quality solutions.

• Champion the Customer: Maintain and exceed Customer Satisfaction (CSAT) targets by creating consistent, positive experiences at every touchpoint.

• Drive Process Improvement: Collaborate with cross-functional teams to identify service gaps and assist in updating policies and procedures that improve the overall customer journey.

• Navigate a Fast-Paced Environment: Thrive in a live, dynamic setting, maintaining a calm and professional demeanor during challenging interactions.

What You’ll Bring (Skills & Qualifications)

• Experience: 5+ years in customer service or a related field, with at least 1 year of experience in a role requiring independent decision-making and autonomy.

• Communication: Exceptional interpersonal and communication skills, with the ability to articulate solutions clearly and empathetically.

• Soft Skills: Strong de-escalation techniques and a proven track record of problem-solving under pressure.

• Technical Proficiency: Comfort working within a live environment; Zendesk experience is highly preferred.

• Flexibility: Ability to work in rotational shifts to support our global customer base.

What We Offer (Benefits)

• Career Growth: Opportunities to influence company-wide customer service policies and procedures.

• Dynamic Culture: A collaborative environment where cross-functional teamwork is at the heart of what we do.

• Competitive Benefits: (Insert specific company benefits here, e.g., Comprehensive health insurance, 401k matching, or wellness programs).

• Professional Development: Continuous learning opportunities to sharpen your leadership and technical skills.