Iron Mountain Inc Customer Service Associate Reviews | Glassdoor

Iron Mountain Inc Customer Service Associate Reviews

7 reviews

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Customer Service Associate

2.8
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Iron Mountain Inc President & CEO William Meaney
William Meaney
2 Ratings

Employee Reviews

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Pros
  • Work-Life balance, flexibility to work from home, good culture (in 62 reviews)

  • Work from home option is available (in 29 reviews)

Cons
  • Not enough minority in upper management (in 36 reviews)

  • Overseas customer service is bad (in 22 reviews)

More Pros and Cons

  1. "Iron Mountain"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate II in Collegeville, PA
    Current Employee - Customer Service Associate II in Collegeville, PA
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Iron Mountain Inc (More than 3 years)

    Pros

    They have good benefits and do what they can to reward their employees.

    Cons

    With moving business overseas you are worried if your job will be moved.

    Advice to Management

    Keep the jobs here


  2. "Good Experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate in Jersey City, NJ
    Former Employee - Customer Service Associate in Jersey City, NJ
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    -Opportunities to grow (but not expressed to employees)
    -Bonuses
    -Staff Lunches
    -Diversity

    Cons

    -Poor management
    -Lack of training
    -Office culture lacking
    -Go by the book management style
     -dark offices/cubicles

  3. Helpful (8)

    "Wish it ended differently"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate II in Collegeville, PA
    Former Employee - Customer Service Associate II in Collegeville, PA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Iron Mountain Inc full-time (More than 5 years)

    Pros

    The employees that work there are all very friendly and easy to get along with. They are all very driven and passionate about their jobs.

    Cons

    Constant change, which is fine if you are flexible but if you are not beware. The leadership has some high points and some low points and for me the low points just dominate any of the positives.

    Advice to Management

    Please invest in your employees that are tenured and make them feel needed/wanted otherwise they will start looking elsewhere and the turnover rate will continue to grow.


  4. Helpful (5)

    "Good people, bad management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate II in Collegeville, PA
    Former Employee - Customer Service Associate II in Collegeville, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Iron Mountain Inc full-time

    Pros

    I really enjoyed the people I worked with.

    Cons

    Management is this company's biggest issue


  5. Helpful (4)

    "A Few Bad Managers and One Bad Hedge Fund Are Dragging Down The Company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Collegeville, PA
    Current Employee - Customer Service Associate in Collegeville, PA
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I have been working at Iron Mountain Inc full-time (More than 3 years)

    Pros

    Iron Mountain is a mediocre company to work for. There are a lot of good people that work there and a few really good managers. The cafeteria is really nice. The building has both heating and air conditioning.

    Cons

    The pay is low and opportunity for promotion has been stunted. It seems that ever since the hedge fund Elliot Management completed their hostile takeover of the company, career development at the company has been crippled. Most recently, the hedge fund began forcing us to become a REIT. The company will no longer focus on investing in the company and the career development of its employees. Thanks to the hedge fund, we will now be funneling our profits to Elliot Management and a few shareholders, instead of focusing on our business of recordkeeping and data protection.

    Advice to Management

    Some of the new managers that you have been hiring, especially in the Collegeville office, create a culture of fear. This is in stark contrast to the legacy managers that have been around for more than a year or two. The new manager/supervisors are hostile to speak with, resistant to discussion, mean, and generally less educated. Some longer term employees that previously loved Iron Mountain are thinking that it may be time to move on, since there is now no hope of career advancement. Newer employees are afraid to speak up; fearful of being thrown back into the recessionary ocean of unemployment.

    Overall, my advice is this: The upper management needs to get the hedge fund monkey off of its back. Upper management needs to focus on investment in the business and career development. Upper management needs to pay their employees better. The REIT environment will hollow this company out. Upper management needs to pay attention to the mid-level and lower-level managers that they have begun hiring; there are some disastrous personality ego trips brewing. Older managers need to brace themselves as these newer uneducated managers try to disrupt a well-working business model.


  6. Helpful (1)

    "Nice people, good place, needs love"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Royersford, PA
    Current Employee - Customer Service Associate in Royersford, PA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Iron Mountain Inc full-time (Less than a year)

    Pros

    Great place to work. People there are friendly and always willing to help. Good for someone just starting out. Management is very approachable.
    Department structures are consistently changing.

    Cons

    Company likes to throw people "in the deep end" rather then continuously train.
    They only allow raises once a year.
    Department structures are consistently changing.

    Advice to Management

    Train, Train, train.
    Allow your star employees to receive raises when they earn them, otherwise you lose them.


  7. Helpful (6)

    "Misleading"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Royersford, PA
    Current Employee - Customer Service Associate in Royersford, PA
    Doesn't Recommend
    No opinion of CEO

    Pros

    Always hiring - but wouldn't recommend this company to a criminal on work release.

    Cons

    Paid less that the work we do, poor training to complete the required work, micromanagement to the fullest. The only thing missing is informing supervisor how much I went to the bathroom. Management talks "at you" not "to you. when hired was guarenteed a bonus of 12%. Haven't seen one greater than 2% in 2 years. Promotions go to the wrong people for the positions. Major favortism/politics.

    Advice to Management

    Wake up and smell the coffee. You are creating the bad customer service by teh way you treat those who carry out your business. If the work gets done, stop the micromanagement. Nothings brings people down or makes them less motivated than knowing they have NO FREEDOM. Dictating breaks and lunches was the straw that broke the camels back. I would rather be a blind rodeo clown than stay here. Starting searching for jobs the moment that email was issued.