Opportunities in the Upfront Portfolio


Customer Care Professional II



Customer Service
Norcross, GA, USA
Posted on Tuesday, July 2, 2024

Customer Care Professional II

Iron Mountain is seeking a Customer Care Professional II to join our Customer Services & Support Group.

Position Highlights

  • COMP: $18/hr

  • SHIFT: Monday - Fri 8am-4:45pm

  • 100% Remote MUST reside within a 50 mile radius of Atlanta, GA for mandatory in office meetings

  • Must be able to pass background check and drug test

Responsibilities :

  • Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution. Responses should be timely and consistent and within established guidelines.

  • Edit customers account information. Within established guidelines, makes decisions on ways to update the accounts that will ensure customer goals are being met. Interpret and answer customer questions and concerns.

  • Review issues and/or needs, identify trends, and make decisions and recommendations on how to resolve issues. Set up and support customers with appropriate technology requirements. Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects. Receive and resolve customer invoice and billing related questions. -

  • Generate proprietary customer reports such as activity reports and negative growth for Account Managers.

  • Interacts with Supervisor, Manager and other departments for the purpose of resolving customer concerns and needs. Ensure all interactions with customers (both internal and external) are professional and courteous.

  • Ensure prompt completion of all service requests in accordance with service level agreements. Support customer needs received through Account Management or other internal teams.

Key Skills, Requirements and Competencies:

  • High school diploma Required Minimum 2 Years College Education, Degree not required

  • Work Experience: 2-4 Years within Customer Service

  • Excellent Customer Service skills

  • Detail orientation

  • Excellent competency in computer software packages.

  • Excellent verbal and written communication skills.

  • Excellent organization and interpersonal skills.

  • Ability to work the shifts provided based on business needs.

  • Ability to work the shifts necessary to support customers and business needs.

  • Research & Resolve customer inquiries on First Call/First Contact - excellent reasoning 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.

Requisition: J0076133