Customer Care Associate

Iron Mountain Incorporated; Florida; Hybrid; COP 30,000,000 - 50,000,000; Full time

Benefits offered by this job

Shuttle service between Portal 80 and

Equipment provided for remote and on‑s

Health, retirement plans

Job summary

Iron Mountain Incorporated in Colombia is seeking a dedicated Bilingual Customer Service Agent to join our Customer Care team. You will serve as a vital bridge for our clients, turning inquiries into seamless experiences that reinforce our commitment to excellence.

The role requires at least 1 year in customer service, advanced English (C1), a bachelor's degree, and strong written communication; you will use Salesforce CRM Service Cloud and collaborate across operations to deliver end-to-end

Qualifications

• Minimum 1 year of experience in Customer Service, Call Center, or client care operations.
• Advanced English proficiency (C1) in writing and speaking.
• Bachelor's degree required.
• Strong written communication and analytical skills.

Responsibilities

• Manage customer cases using Salesforce CRM Service Cloud.
• Support account continuity with timely closure and escalated issues.
• Remote-coach clients on digital tools to improve adoption.
• Collaborate with operations and business units to deliver end-to-end service.

Skills

Salesforce CRM

English C1

Analytical skills

Written communication

Education

Bachelor's degree

Tools

Salesforce CRM Service Cloud

Job description

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.

Iron Mountain is seeking a dedicated Bilingual Customer Service Agent to join our Customer Care team.

In this role, you'll serve as a vital bridge for our clients, turning everyday service inquiries into seamless experiences that reinforce our commitment to excellence.

What You’ll Do:

• Manage customer cases: Resolve internal and external requests efficiently using Salesforce CRM Service Cloud.
• Support account continuity: Handle account closure cases and escalated issues with urgency and precision.
• Guide customer adoption: Remote-coach clients on digital interaction tools to enhance their operational experience.
• Drive cross-functional collaboration: Partner with operations and business units to deliver seamless, end-to-end service.

What You’ll Bring:

• Minimum 1 year of experience in Customer Service, Call Center, or client care operations.
• Advanced conversational, reading, and writing English proficiency (C1).
• Academic bachelor's degree.
• Strong analytical skills, proficient use of office tools, and excellent written communication capabilities.
• Ability to thrive in fast-paced, changing environments with a passion for customer journey excellence.

What We Offer:

• Competitive compensation and benefits aligned with experience.
• Work Schedule: Monday through Friday, hybrid telework model (remote work with occasional office visits).
• Transportation: Dedicated shuttle service between Portal 80 and the office on face-to-face workdays.
• Equipment: Technology package and accessories provided for remote and office work.
• Work Culture: Global connectivity across 52 countries with an inclusive, diverse, and authentic team environment.
• Comprehensive health, wellness, and retirement plans to support you and your family.
• Opportunities for continuous learning, professional development, and career growth.

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.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail].

See the Supplement to learn more about Equal Employment Opportunity.