Customer Advocacy Associate/Executive Escalations

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, lets start the conversation.

Iron Mountain is seeking a dedicated Customer Advocacy Associate to join our Customer Services Support Group team.

In this role, you will be responsible for receiving, analyzing, and resolving customer issues and requests within established guidelines to drive first-contact resolution.

The Customer Services Support Group team delivers timely, empathetic, and professional support to help our clients protect, leverage, and manage their physical and digital assets.

In this role, you will:

• Customer Inquiry Resolution: Review, analyze, and resolve customer questions, account concerns, and billing inquiries promptly to deliver first-contact resolution.

• Account Technology Management: Edit and update customer account structures, assist clients with technology setup requirements, and lead account maintenance projects such as inventory consolidations and record classifications.

• Reporting Data Analytics: Generate proprietary operational reports-including activity summaries and negative growth metrics-to support Account Managers and internal stakeholders.

• Service Level Agreement Adherence: Coordinate cross-functionally with team supervisors, managers, and Account Management to ensure prompt completion of all service requests in accordance with established Service Level Agreements.

The ideal candidate will have:

• 2-4 years of professional experience in customer service or client support roles.

• Strong knowledge of software applications, computer systems, and research techniques to investigate complex customer inquiries.

• Proven ability in reasoning, problem-solving, attention to detail, and managing multiple priorities in a dynamic support environment.

• Excellent verbal, written, organizational, and interpersonal communication skills with a customer-centric approach.

• A minimum of 2 years of college education preferred (degree not strictly required) and the flexibility to work shifts based on business needs.