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, let's start the conversation.

Job Summary

Iron Mountain is seeking a motivated Customer Excellence Junior Associate to join our Customer Excellence (Service Management) team. In this role, you will be the front-line engine for exceptional customer support, resolving complex issues and acting as a key point of contact for escalated concerns.

Your primary mission is to improve overall service quality and efficiency by delivering high-level solutions while maintaining a high degree of professionalism. This is a fast-paced role perfect for a proactive individual looking to master the art of service management within a global organization.

What You’ll Do

Multi-Channel Support & Resolution

• Omnichannel Engagement: Handle complex customer inquiries across phone, email, and chat, ensuring a seamless experience regardless of the communication channel.

• Performance Excellence: Resolve issues efficiently to meet or exceed key performance indicators, specifically Customer Effort Score (CES) and Customer Satisfaction (CSAT) targets.

Cross-Functional Advocacy

• Strategic Collaboration: Partner with various internal departments to address escalated customer concerns, ensuring that complex problems receive comprehensive, long-term solutions.

• Service Quality Integration: Act as a bridge between the customer and the business, providing feedback that helps enhance the overall customer experience journey.

Standards & Compliance

• Policy Adherence: Ensure all customer interactions and proposed process enhancements comply with the latest Iron Mountain service policies, procedures, and organizational standards.

• Professionalism: Maintain the Iron Mountain brand voice in every interaction, delivering calm and professional guidance even in high-pressure situations.

What You’ll Bring

• Experience: 0–2 years of experience in customer service, retail, or related client-facing roles. We welcome ambitious recent graduates.

• Technical Savvy: Strong proficiency with Microsoft Office Suite and an aptitude for learning Customer Relationship Management (CRM) software.

• Communication Skills: Excellent verbal and written communication skills with the interpersonal ability to engage effectively with both customers and internal stakeholders.

• Conflict Resolution: A proven ability to solve problems creatively and remain composed in a live, fast-paced service environment.

• Core Values: A natural alignment with IRM company values: Act with Integrity, Build Customer Value, and Take Ownership.

What We Offer

• Entry-Level Growth: A clear career path within the Global Service Management organization.

• Mentorship: Access to a dedicated team of service professionals and leadership focused on your professional development.

• Global Impact: The opportunity to influence the service experience for a diverse, international client base.

• Competitive Rewards: Comprehensive benefits and a supportive environment that values your unique contributions.

Success Measures

• CES & CSAT Scores: Consistently meeting or exceeding targets for low customer effort and high satisfaction.

• Resolution Speed: Efficiently moving complex cases from initial contact to final resolution.

• Internal Collaboration: Effectively leveraging cross-functional teams to solve systemic customer issues.

• Professional Growth: Successful mastery of Iron Mountain service protocols and CRM tools.

Category: Customer Support