Customer Care Associate III

Responsibilities

• Acts as the first point of contact for potential customers (leads) on our website through live chat while booking and scheduled call back requests for additional support to address questions, concerns, & overcoming objections about Clutter services

• Provides exceptional customer service to those who have also already scheduled an appointment and support them up to the day-of their appointment

• Build rapport, demonstrate empathy, & develop customer confidence in Clutter services during all customer interactions

• Fully educate pre-reservation customers on Clutter services, policies and process, thus minimizing future pain-points and maximizing customer satisfaction

• Support Clutter’s reservation to rental goals through increasing customer satisfaction by upselling Clutter products (protection plans, supplies, & unit sizes)

• Assist the Clutter CX departments with supplemental customer support tasks per business need

• Maintain accurate records of customer interactions and transactions using our CRM system

• Collaborate with team members to improve processes and customer service strategies

• Uphold and represent Clutter & Iron Mountain Core Values

• Adhere to Clutter policies and procedures while delivering a positive customer experience

• Participate in meetings with Customer Success Team Lead and/or Manager to review quality audit assessment, growth opportunities, and metrics

Qualifications

• Completed Bachelor's or Associate's degree

• Availability to work on weekends required

• At least 2 years of experience in a customer-facing support role

• Live chat (written) experience is ideal (preferred - not required)

• Passion for technology and respect for the process

• Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations

• Strong communicator who enjoys building rapport with customers and resolving complaints

• Experience or understanding of how to work and collaborate with a remote, distributed team

• Fluency in English is required

• Strong written and verbal communication skills

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.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0086609

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.