Customer Care Closure & Retention Specialist - Remote

About the Role

We are seeking a dedicated Customer Care Closure & Retention Specialist to join our team at Iron Mountain. This remote position is crucial for managing the end-to-end offboarding process for our North American commercial customers. As a Customer Care Closure & Retention Specialist, you will ensure that account closures are handled with 100% accuracy and extreme empathy, making a positive impact on our customers and the company.

What You’ll Do

• Closure Lifecycle Management: Manage the formal closure process for outgoing customers, ensuring every regulatory and operational step is followed for a seamless transition.
• Inventory Facilitation: Utilize your knowledge of IRM services to coordinate the secure return or relocation of any physical or digital inventory associated with closing accounts.
• Documentation & Compliance: Maintain meticulous records of closure steps and customer interactions within Salesforce (SFDC), ensuring all actions align with company policies and data protection regulations.
• Financial Reconciliation & Billing: Handle billing-related tasks, including deep-dive account reconciliations, to ensure all outstanding balances are resolved and accounts are closed accurately.
• Dispute Resolution: Address billing inquiries and concerns during the closure phase, providing effective solutions that balance customer satisfaction with business requirements.
• High-Touch Customer Interaction: Conduct extensive outbound and inbound calls via SFDC to North American customers, maintaining a professional and empathetic tone throughout the closure journey.
• Internal Collaboration: Partner closely with Sales, Customer Support, and Billing teams to coordinate actions and resolve roadblocks that could delay a smooth customer exit.
• Process Evolution: Identify opportunities to improve closure efficiency and propose solutions to enhance the customer experience, even during an account termination.

Requirements

• Extensive experience in international voice processes (US/Canada) with a track record of handling high-volume calls and complex customer scenarios.
• Exceptional communication skills, including sound reading comprehension and active listening.
• A highly motivated, "customer-first" mindset with the emotional intelligence to handle sensitive closure conversations.
• Proven speed and accuracy in data analysis; ability to manage multiple account closures against strict deadlines with 100% precision.
• Expert knowledge of Google Workspace (G-Sheets, G-Docs) and Microsoft Office (Excel, Word).
• Prior experience with Salesforce (SFDC) is required.
• Flexibility to work in rotational shifts to support the North American business cycle.

Nice to Have

• Knowledge of account setup, profile changes, or order management.
• Experience in process improvement initiatives.

What We Offer

• Competitive salary with potential for growth.
• Comprehensive relocation packages for those interested in moving.
• Flexible work arrangements and a supportive team environment.
• Opportunities for professional development and career advancement.
• A culture that values diversity and inclusion.