{"id":2920105,"url":"https://alion.io/job/iron-mountain-customer-care-associate-4","title":"Customer Care Associate","company":{"id":5820,"name":"Iron Mountain","domain":"ironmountain.com","url":"https://alion.io/company/ironmountain","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":44,"ghost_share":0,"stale_share":0.568,"repost_share":0.045,"time_to_fill_p50_days":18,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":16000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Instagram","optional":false},{"name":"X (Twitter)","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-11T01:44:57Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"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.\nWe 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.\nAre 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.\nIron Mountain is seeking a motivated and service-orientedclaims specialistto join our Trust & Safety team.\nIn this role, you will be responsible for efficiently managing customer claims, resolving complex cases, and ensuring end-to-end service excellence and compliance.\nWhat You'll Do:\nProvide support throughout the claims process and own monetary compensation escalations via phone or email\n\nInvestigate and evaluate customer damage/lost Item claimsand provide 100% accurate claim settlements\n\nInvestigate and evaluate customer issue claimsand provide resolutions that balance profitability, risk mitigation, and the customer experience\n\nBuild rapport and demonstrate empathy in all customer interactions.\n\nMonitor social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn\n\nMitigate risk via inbound call transfers from the Customer Experience Team\n\nOwn personal claims and ticket CSAT performance to contribute to positive team KPIs and SLA adherence\n\nWhat You'll Bring\nCompleted Bachelor's or Associate's degree\n\nAvailability to work on weekends required\n\nAt least 1 year of experience in claims or trust & safety\n\nPassion for technology and respect for the process\n\nSelf-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations\n\nStrong communicator who enjoys building rapport with customers and resolving complaints\n\nExperience or understanding of how to work and collaborate with a remote, distributed team\n\nFluency in English is required\n\nStrong written and verbal communication skills\n\nWhat We Offer:\nBe part of a constantly evolving global organization focused on transformation and innovation.\n\nA supportive system where you have a safe space to express your opinions, share feedback, and be truly authentic.\n\nGlobal connectivity to learn from over 26,000 teammates across 52 countries.\n\nJoin a winning team that embraces diversity, inclusion, and our differences.\n\nCompetitive Total Rewards packages to support your career at Iron Mountain, your family, your personal well-being, financial security, and retirement.\n\nTeleworking hybrid model (Remote and occasional in-office presence).\n\nTechnology equipment and accessories for the development of assigned tasks.\n\nOpportunities for professional growth and career development.\n\nCategory: Customer Support","description_format":"text","description_chars":3347,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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