• Corporate Training Consultant

    Job Location(s) US-PA-Royersford
    Requisition #
    2018-19358
    Category
    Customer Services & Support
    Type
    Full-Time
  • About Iron Mountain

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
     
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
     
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.


    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

     

    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.

    Job Description

    This position is responsible for providing training and professional development to all new and existing Customer Response employees. The incumbent will handle all Training issues for new hires and provide re-training for existing Customer Response team members. This position assists in the recruitment and hiring process of new employees.

    • Ensure that proper Iron Mountain policies and procedures are being followed in regard to Customer Service.
    • Develop, enhance and Maintain the Customer Response New Hire Training Program to ensure all Customer Response, Iron Mountain processes are being met.
    • Training focus to meet customer expectations from a Customer Service perspective.
    • Coordinate and deliver the Customer Response New Hire Training Program.
    • Develop, coordinate and deliver skill refresher training on a regular basis as determined by departmental requirements.
    • Identify and create enhancements to Customer Response procedures with an emphasis on Customer Service and Order Processing.
    • Oversee the employee Mentoring Program and process.
    • Participate in the Quality Phone Monitoring process to identify areas of development for existing Customer Response team members.
    • Develop or procure and deliver training programs to enhance the skills of existing Customer Response team members.
    • Participate in the recruitment and hiring process of new employees by assisting with assessing candidate qualifications and the interview process including conducting interviews and hiring decision making.
    • Perform other duties as needed.

    Job Requirements

    • 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)
    • 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

    Compliance Obligations:

     

    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame