Customer Care Associate III

The opportunity:

Our Trust & Safety Specialists are analytic, passionate about resolving complex issues and operate well under pressure. This team is responsible for resolving all customer claims, escalated disputes, and social media risk with accuracy and professionalism. Trust & Safety Specialists will utilize all forms of communication to resolve customer claims & concerns. We are looking for a detail-oriented Trust & Safety Specialist to join this collaborative team. This is an hourly position that may require overtime, depending on the needs of the business.

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 Clutter’s 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 we're looking for:

• 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

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, or 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.

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

Requisition: J0085521