Lead - Customer Care

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Primary Purpose Of The Role
This role supports the ICR team with administrative needs related to lead routing and management for the marketing department. The ICR Admin reports to the ICR Team Lead and is responsible for the timely and accurate execution of tasks which ensure leads are routed in for follow-up..

Key Accountabilities
(What are the main responsibilities of the role against which performance is measured, and indicate if the role is within or across business entities and geographies?)

• Manage Hot MQL queues. Ensure all leads hitting the queues throughout the day are routed to sales correctly within the agreed-upon SLA timeframe.
• Check the sales voicemail box. Listen to voicemails, route voicemails to the appropriate person for follow-up, enter lead and notes in as appropriate, and assign them to the salesperson.
• Check sales and marketing group email inboxes. Read all emails, determine appropriate action, and act accordingly.
• Accurately input all information into Iron Mountain's customer relationship management systems.
• Field and respond to Live Chat, entering Sales leads into SFDC, and routing to the correct Sales members.

Competencies

• Ability to work Eastern time zone business hours for the Training period.
• Ability to speak, read, and write in English
• Ability to follow process workflows and apply critical thinking and contextual logic to make fast decisions
• Customer-obsession: Ability to understand and empathize with the needs and experience of both Iron Mountain Customers and internal stakeholders

Preferred Qualifications

• Experience using Sales Cloud Lead data table
• Experience with the Google suite of product applications
• Experience with chat agent or similar internal chat tool

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.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity.

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:
J0092479