Customer Service Representative

IronMountain Solutions; Vienna (VA); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Iron Mountain Solutions is seeking a highly motivated Customer Service Representative located in Tysons Corner, VA. This position requires excellent customer service orientation and a Public Trust security clearance. Responsibilities include operating in a metrics-driven call center, multitasking effectively, and providing support to international stakeholders. The ideal candidate will possess strong attention to detail, organization skills, and the ability to communicate effectively. The role is hybrid and requires a flexible schedule, ensuring you meet the call center's needs.

Qualifications

• Minimum of three years of specialized experience supporting a Call Center or Help Desk environment.
• HDI Certification is highly preferred but not required.
• Must currently hold or be eligible to obtain a U.S. Public Trust security clearance.

Responsibilities

• Operate in a high-volume metrics-driven call center environment.
• Communicate effectively both orally and in writing.
• Provide support to international stakeholders and academic institutions.

Skills

Customer service orientation

Attention to detail

Organizational skills

Ability to multitask

Effective communication

Education

High school diploma

Tools

CRM

Microsoft Dynamics

Microsoft Office Suite

Job description

Work Location: Tysons Corner, VA (must live within 50 miles)

Schedule: Full Time; hybrid

Relocation: N/A

Note: This position requires a Public Trust Clearance.

Iron Mountain Solutions is seeking a highly motivated and organized individual as a Customer Service Representative. This role is part of a team that requires a demonstrable sense of urgency while working independently. We require proactive support to get things done, but also someone who can suggest and implement ways to improve processes for long-term success. A successful candidate will be customer-service oriented, have strong attention to detail and quality, have great organization skills, and can switch gears at a moment’s notice. An active Public Trust level security clearance or the ability to obtain one is required.

Job Responsibilities

• Ability to operate in a high-volume metrics driven call center environment
• Ability to be flexible with work schedule to support the Call Center’s needs during operating hours
• Ability to multitask and research information on multiple databases at the same time
• Ability to enter data and talk to stakeholders at the same timeAbility to conceptualize scenarios and communicate it effectively to stakeholders
• Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
• Ability to communicate effectively both orally (in groups and one-on-one) and in writing (as position occupied dictates)
• Ability to listen actively to sensitive information
• Ability to successfully navigate national web-based tracking systems relating to SEVIS and Fee Payment
• Ability to analyze multifaceted issues relating to the SEVIS system
• Ability to provide support to international stakeholders and academic institutions
• Ability to utilize telephony systems, CRM, Microsoft Dynamics and other ticket tracker systems, and Microsoft Office Suite

Education and Experience Requirements

• Education: High school diploma required.
• Experience: Minimum of three (3) years of specialized experience supporting a Call Center or Help Desk environment.
• Certification: HDI Certification is highly preferred but not required.
• Must currently hold or be eligible to obtain a U.S. Public Trust security clearance. Per federal requirements, only U.S. citizens are eligible for this level of clearance.

Iron Mountain Solutions is an Equal Opportunity Employer