As a Customer Care Professional, you will be responsible for providing prompt and professional customer support by resolving customer inquiries through first call or first contact resolution.
Listen and respond to customers ensuring total customer satisfaction by responding to customers in a professional and courteous manner while ensuring customer requirements are met in a timely and consistent manner.
Primary areas include order entry, order research and order inquiry. Ensure customer requirements are resolved in accordance with service level agreements and performance metrics.
Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution.
Responses should be timely and consistent and within established guidelines.
Edit customers account information. Edits include but are not limited to department name, addresses and authorized users.
Within established guidelines, makes decisions on ways to update the accounts that will ensure customer goals are being met.
Interpret and answer customer questions and concerns. Review issues and / or needs, identify trends, make decisions and recommendations on how to resolve issues.
Set up and support customers with appropriate technology requirements. Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects.
Receive and resolve customer invoice and billing related questions.
Generate proprietary customer reports such as activity reports and negative growth for Account Managers.
Interacts with Supervisor, Manager and other departments for purpose of resolving customer concerns and needs.
Ensure all interactions with customers (both internal and external) are professional and courteous. Ensure prompt completion of all service requests in accordance with service level agreements.
Support customer needs received through Account Management or other internal teams
Key Skills, Requirements and Competencies :
Bilingual (French and English)
Post-secondary education or equivalent with 3-5 years relevant business training & development experience
Customer Service experience with an understanding of adult learning processes
Excellent presentation and communication skills (verbal and written)
Strong computer literacy and the ability to use on-line systems for maintenance and inquiry
Strong skills in computer software packages including Microsoft Word / Lotus / Excel, and e-mail applications
Excellent organization, interpersonal and coaching skills
Demonstrated knowledge of proper procedures and work methods of the Customer Response team
Ability to interact with a variety of people inside and outside the organization
Ability to coach and mentor staff
Ability to work the shifts provided based on business needs
Iron Mountain Canada Corporation ( Iron Mountain ) is an equal opportunity employer and employs qualified individuals based upon job-related qualifications regardless of race, religion, colour, sex, national origin, age, disability, sexual orientation, or any other status protected under applicable provincial, federal, or local law.
Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.
Category : Customer Services & Support Group