• Customer Service Coordinator - PCS

    Job Location(s) US-PA-Royersford
    Requisition #
    2018-19437
    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

     

    1. Monitor customer contacts and provide consistent and objective coaching and feedback with regards to quality expectations and documented processes.
    2. Daily availability / visibility to assist with employees’ questions and process clarity.
    3. Identify and deliver best practices as they apply to customer interactions.
    4. Partner with Customer Care Learning and the Customer Care Knowledge Center to ensure information needed is aligned with organizational expectations and processes.
    5. Maintain a database of employee coaching assessments, as well as workflow audit results.  Approach every error as a learning opportunity, or as a “fact finding” not a “fault finding” exercise. Attempt to identify the underlying reasons for the incident. Focus corrective actions on resolving the root causes.
    6. Meet defined productivity and performance metrics assigned to the role.
      • Complete regularly scheduled case/phone reviews and side-by-side coaching sessions
      • Show a quarterly improvement in employee development achieved by effective coaching and improvement plans
    • Any other defined metrics for the role

    Other metrics as assigned

    Job Requirements

     

     

    Key Responsibilities: What are the main responsibilities of the job?  Indicate which are primary (essential to the job) and which are secondary (not essential to the job).

    A.       Responsible for support of employee development and performance. Exemplifying behaviors in the areas of knowledge, timeliness, professionalism, and attitude. This is achieved by: mentoring employees in a 1:1 capacity, providing coaching to employees in line with development goals or needs, answering employee questions, providing clarity and support with customer interactions, and general support of the CARE operations on the floor.

    B.       Provides employees and Supervisors with consistent and objective feedback on customer contact quality; as well as review observations from side-by-side sessions.

    C.     Identify the underlying reasons for reported errors by researching the requests and steps required vs. what actions were actually taken. Maintain a global data base of errors for reporting purposes and to identify trends.

    D.     Regularly partner with individual’s Supervisors and provide progress, feedback, areas of focus and improvement plans.

    E.     Available as a Subject Matter Expert (SME) to support Customer Care Learning and the Customer Care Knowledge Center on new processes, process improvement and best practices.

    F.     Support Account Health efforts; including agent support surrounding conversations as well as assisting in the removal of barriers to payment and other on-going account issues.

    G.    Responsible for team reporting and analysis of agent specific trends of opportunities.

     

     

     

     

     

    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