Customer Care Associate
Core
Manage customer claims, resolve complex cases, and ensure service excellence and compliance for Iron Mountain's records and information management services.
Role type
Claims specialist (Customer Support)
Builds
Accurate claim settlements and resolutions balancing profitability, risk mitigation, and customer experience
Domain
Records and information management / Trust & Safety
Deliverable
client delivery
Required skills
Claims investigation, damage/lost item evaluation, issue claim resolution, social media moderation, risk mitigation, customer rapport building, empathy, written and verbal communication
Preferred skills
Technology passion, flexibility in fast-changing environments, remote team collaboration
Technologies
Phone, email, social media platforms (Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn)
Responsibilities
Provide support throughout the claims process and own monetary compensation escalations; Investigate and evaluate customer damage/lost Item claims; Investigate and evaluate customer issue claims; Monitor social media presence and moderate comments; Mitigate risk via inbound call transfers; Own personal claims and ticket CSAT performance
Seniority
Individual Contributor, entry to mid-level