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.

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