Customer Response Representative

Customer Response Representative

Job Title
Customer Response Representative

Req Number
CRR CV1

Division
US - Iron Mt (NAO) Operations

Location
PA, Collegeville Offices COLLEGEVILLE, PA, US 19426

% of travel
0

Job Type
Full-time

Career Level
Entry Level

Education Required
High School Diploma or equivalent

Skills


Job Categories

* Account Management
* Customer Service & Call Center

Job Description

Title:  Customer Response Representative
 
About Iron Mountain

IronMountain(NYSE:IRM) is the industry leader in information protection and storage services. Since going public in 1996, Iron Mountain has grown from $139M in revenues to a Fortune 1000 company with over $3B in revenues. Forbes magazine has recognized Iron Mountain as one of the "Top 400 Best Big Companies" and FORTUNE Magazine has consistently ranked the Company as one of "America's Most Admired Companies" for diversified outsourcing. In early 2009, Iron Mountain was added to the prestigious S&P 500 Index.

The Company offers comprehensive records management, data protection, and information destruction solutions along with the expertise and experience to address complex information challenges such as rising storage costs, litigation, regulatory compliance and disaster recovery. Founded in 1951, Iron Mountain is a trusted partner to more than 120,000 corporate clients throughout North America, Europe, Latin America and the Pacific Rim. For more information, visitwww.ironmountain.com.
 
We are currently recruiting for a Customer Response Representative.
 
Job Summary
To provide the primary level of customer service to include: order entry, order research and customer support.
 
Essential Functions
·        Answering telephones: Main contact for customers to request services and/or direct the customer's call to the appropriate department or individual.
·        Order entry: (Phone, Fax, Email) Create timely and accurate service orders for customers requesting services regarding their inventory such as retrievals, pickups, and supplies.
·        As required, contact the customer for any part of the requested services that will not be performed.
·        Answer all inquires for information and/or direct such inquires to the proper person or department.
·        Ensure all interactions with customers (both internal and external) are professional and courteous.
·        Interact with Supervisor for purpose of resolving customer concerns.
·        Research and resolve any discrepancies regarding the information captured on the service order. Report any discrepancies to the Supervisor / Manager that cannot be resolved or involve the integrity of the customer's inventory.
·        Generate Special Requests: Generate Special Requests through SafeKeeperPLUS to fulfill customer's needs. These needs include but are not limited to inventory reports.
·        SafeKeeperPLUS.com: Work with customers who have basic service order processing questions when using the SafeKeeperPLUS.com.
·        Edit customer profile: Based on customer's written request, edit the profile fields accordingly. Edits include but are not limited to department name, addresses and authorized users.
·        Assist customers with service delivery questions and support.
·        Follow up with customer on progress of boxes on "research" status.
·        Forward requests for special projects to the Account Manager or if a potential new customer lead to the Sales Team.
·        Edit customer's inventory: Based on customer's written request, edit the descriptive information for either cartons and/or files.
·        Based on customer needs, modify the service and delivery requirements within the account.
·        Forward billing issues to the Administrative Team for resolution.
·        Perform other duties as needed.

Job Requirements

KNOWLEDGE, SKILLS, AND ABILITIES
 
·        High School education / GED with 1 to 3 years of customer service experience.
·        Ability to coordinate work and set-up workflow priorities.
·        Typing/keyboarding proficiency (30 wpm or greater)
·        Strong attention to detail, proven written and verbal professional communication skills.
·        Proficiency on a PC in an IBM compatible and Windows environment.
·        Strong organizational skills.
·        Ability to interact with a variety of people inside and outside the organization.
·        Ability to work the shifts provided based on business needs.
 
 
At this time we are considering only local candidates who are able to work without employer sponsorship. No agencies or phone calls, please.
 
Only those candidates whose experience best meets our requirements will be contacted.
 
IronMountainis an Equal Opportunity Employer.

Keywords: csr, customer care, customer relations, customer service, customer service rep, customer service representative, customer support, manage, management, manager.