Customer Care Associate
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 motivated and service-oriented claims specialist to join our Trust & Safety team.
In this role, you will be responsible for efficiently managing customer claims, resolving complex cases, and ensuring end-to-end service excellence and compliance.
What You'll Do:
Provide support throughout the claims process and own monetary compensation escalations via phone or email
Investigate and evaluate customer damage/lost Item claims and provide 100% accurate claim settlements
Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience
Build rapport and demonstrate empathy in all customer interactions.
Monitor social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn
Mitigate risk via inbound call transfers from the Clutter Customer Experience Team
Own personal claims and ticket CSAT performance to contribute to positive team KPIs and SLA adherence
What You'll Bring
Completed Bachelor's or Associate's degree
Availability to work on weekends required
At least 1 year of experience in claims or trust & safety
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
What We Offer:
Be part of a constantly evolving global organization focused on transformation and innovation.
A supportive system where you have a safe space to express your opinions, share feedback, and be truly authentic.
Global connectivity to learn from over 26,000 teammates across 52 countries.
Join a winning team that embraces diversity, inclusion, and our differences.
Competitive Total Rewards packages to support your career at Iron Mountain, your family, your personal well-being, financial security, and retirement.
Teleworking hybrid model (Remote and occasional in-office presence).
Technology equipment and accessories for the development of assigned tasks.
Opportunities for professional growth and career development.