Senior Associate
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Job Summary
Iron Mountain is seeking a highly motivated and detail-oriented Destruction Agent to join our Customer Care team. In this role, you will be responsible for managing the end-to-end destruction process on customer requests, ensuring smooth, accurate transactions while maintaining excellent customer service and strict adherence to company policies.
You will join a dynamic, cross-functional global team dedicated to reducing errors, minimizing escalations, and implementing innovative process improvements across all regional countries.
What You’ll Do
In this role, you will:
Responsibility 1 (Main Responsibility): Manage the customer destruction request process and associated billing tasks, ensuring accurate, timely execution and 100% data accuracy against tight deadlines.
Responsibility 2 (Collaboration): Collaborate closely with internal global upstream and downstream teams—including Sales, Customer Support, Contracts, and Billing—to facilitate inventory returns and coordinate a seamless customer transition experience.
Responsibility 3 (Compliance & Improvement): Maintain accurate documentation of all processes and customer interactions in accordance with company policies, while proactively identifying opportunities to enhance process efficiency and service standards.
What You’ll Bring
The ideal candidate will have:
Experience: Proven experience in customer care, with prior working knowledge of profile changes, new account setups, or order management considered a strong advantage.
Knowledge: Strong functional knowledge of Salesforce, billing systems, customer care workflows, and Information Risk Management (IRM) services.
Skills: Excellent data analysis, strategic thinking, and problem-solving skills, paired with proficient reading comprehension and mastery of Google Applications and Microsoft Office (Word, Excel, Sheets, Docs).
Attributes: Strong interpersonal and verbal/written communication skills, an outstanding work ethic, and the flexibility to adapt well to change and work effectively in shifts.