What are the responsibilities and job description for the Supervisor, Customer Care position at Iron Mountain?
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
Iron Mountain is seeking a Customer Support Supervisor to join our Customer Services and Support Group in Norcross, GA.
Our Customer Support Supervisors oversee the many Customer Care Professionals within our center. What’s in it for you? YOU will be joining a Global Team of 26,000 employees in over 52 countries. YOU will be part of an ever evolving global organization focused on transformation and innovation. YOU A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self. Iron Mountain is not just a job, but a CAREER!
Location: 2 Sun Court, Suite 300, Peachtree Corners, GA 30092
Hybrid Work Schedule - (3 weeks remote; 1 week in the office)
Benefits: Offered from Day 1!
- 401k with Company Match
- Referral Bonuses
- Employee Stock Purchasing Program
- Tuition Reimbursement
- 7 Paid Holidays
- Medical, Dental, and Vision Insurance available immediately
The Supervisor, Customer Care will be responsible for the daily functions and customer support within the Customer Care North America teams. Ensure that team goals and targets are met with the primary focus on quality customer service.
- Provide daily oversight to the team members, work volumes and overall team performance
- Partner with the training and quality teams to improve performance of Customer Care Associates
- Maintain internal relationships with Sales Individuals as well as Sales Organizational leaders
- Provide support for self-motivated and empowered team
- Assist with the recruitment, hiring and support of new employees and ongoing training and support for the team
- HR related support for team members as required
- Support initiatives to enhance employee recognition and career development for individuals on the team
- Knowledge and adherence of Iron Mountain policy and procedures and department and company standards
- Regular delivery of performance reviews, answer questions and provide constructive feedback to assist team members through performance improvement programs
Key Skills, Requirements And Competencies
- 1-3 years Management experience required
- Strong Customer Service skills and detail-oriented
- Knowledge of Microsoft Office Excel, Word
- Computer literacy and ability to use on-line system for input, maintenance and inquiries
- Excellent verbal and written communication skills
- Excellent organization and interpersonal skills
- Ability to work various shifts based on business needs
- Ability to lead, coach and mentor staff
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
Category: gja\_Customer Support
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0051239
