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 detail-oriented and customer-focused person to join our Customer Excellence team. In this role, you will be responsible for ensuring the prompt and accurate resolution of billing disputes while upholding our high standards of customer service.
You will join the North America Billing Disputes sub-process, a critical team dedicated to maintaining financial accuracy and fostering positive customer relationships across the region.
What You’ll Do
In this role, you will:
Investigate and resolve customer billing disputes through Salesforce.com (SFDC) to ensure all cases are settled within defined Service Level Agreements (SLAs).
Collaborate with cross-functional teams including Billing, Sales, Contracts, and Operations to perform root cause analysis and ensure timely, accurate resolutions.
Ensure compliance with internal policies and controls by accurately documenting all interactions in Salesforce.com (SFDC) and supporting audit requirements as needed
What You’ll Bring
The ideal candidate will have:
Experience in customer service, billing, or dispute resolution, preferably supporting the North America region.
Strong knowledge of Salesforce.com (SFDC) or similar Customer Relationship Management (CRM) systems and proficiency in billing processes.
Proven ability in problem-solving and analytical thinking, with a sharp attention to detail and the ability to manage multiple priorities in a fast-paced environment.
