Customer Service Associate

Iron Mountain; Iron Mountain, Northern (MI, KY); Hybrid; USD 39,748,000 - 49,635,000; Full time

Benefits offered by this job

Hourly rate $22.00

8:00–20:00 shift

Remote Canada

Paid annual leave

Health, vision, dental, life insurance

RRSP

Career growth

Job summary

Iron Mountain is seeking an empathetic and solution-focused Customer Care Associate to join our Customer Service team. Working fully remotely, you’ll be the primary contact for North American clients, turning day-to-day inquiries into seamless service experiences and upholding the legacy of trust in our information management solutions.

You’ll resolve issues, document interactions in CRM, and identify client needs to tailor service and effective solutions.

Qualifications

• 2 to 3 years in customer service or call center.
• Strong ability to diagnose and resolve complex issues.
• Excellent written and verbal communication with empathetic support.
• Proficiency in CRM and MS Office Suite.

Responsibilities

• Efficiently resolve customer queries with accurate details.
• Document interactions and resolutions in CRM.
• Investigate and resolve complaints and service disruptions.
• Identify client needs to tailor service and solutions.

Skills

Customer service

CRM proficiency

Communication

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

CA | NB | Remote

CA | BC | Remote

CA | NS | Remote

CA | ON | Remote

CA | QC | Remote

CA | AB | Remote

Full time

J0107431

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 an empathetic and solution-focused Customer Care Associate to join our Customer Service team.

In this role, you’ll serve as the primary point of contact for our North American clients, helping to ensure their critical business operations run smoothly and securely. Working fully remotely, you will turn day-to-day inquiries into seamless service experiences, directly upholding the legacy of trust our clients place in our information management solutions.

What You’ll Do (Responsibilities)

• Efficiently resolve customer queries and provide accurate details regarding our secure storage, information management, and logistics solutions.

• Document customer interactions, resolutions, and follow-up actions accurately in CRM to maintain up-to-date client records.

• Investigate and resolve customer complaints, service disruptions, and complex inquiries with professionalism and care.

• Identify client needs proactively to recommend personalized service adjustments and effective solutions.

What You’ll Bring (Skills & Qualifications)

The ideal candidate will have:

• 2 to 3 years of experience in customer service or a call center environment.

• Strong ability to diagnose complex customer issues and implement effective solutions using critical thinking.

• Excellent written and verbal communication skills with a track record of empathetic client support.

• Proficiency in CRM systems and Microsoft Office Suite preferred.

• Exceptional organizational skills with the ability to manage time effectively and prioritize tasks.

What We Offer (Benefits)

• Hourly Rate: $22.00/hour

• Shift: Availability required for an 8 AM to 8 PM window

• Location: Remote position available anywhere in Canada

• Paid annual leave and sick time

• Comprehensive extended health, vision, dental, and life insurance coverage

• RRSP contribution plans

• Opportunities for continuous learning and professional growth

Reasonably expected salary range: $39,800.00 - $49,700.00

Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

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, and 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.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

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

Requisition: J0107431