Customer Success Specialist II

About the role

North America's leading provider of complete temporary space solutions, WillScot, seeks a Customer Success Specialist II to join our dynamic team. The ideal candidate will act as a liaison between the company and its customers, managing transactions from order initiation to return, and providing exceptional customer service.

Responsibilities

• Serve as the primary point of contact for customer transactions from initiation of order through time of return
• Process transactional orders to ensure accuracy, including obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems, promoting use of DocuSign electronic signature program
• Collect and process insurance certificates and ensure customers are enrolled in WS program prior to delivery
• Obtain and process tax exempt certificates as applicable
• Update pending orders as required through Big Machines and upsell value-added products and services when possible
• Collect relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders
• Request and process manual invoices and credit card payments or checks to meet credit requirements
• Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions
• Confirm delivery and returns, initiate billing of order; provide post-delivery/return follow-up
• Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems
• Proactively contact customers with fees or disputes on third invoice, approximately 65 days after delivery of unit

Provide quality customer service

• Manage service requests in Customer Relationship Management (CRM) including triaging to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required
• Provide general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired PO's, and escalate to specialists as needed

Career progression and cross-training opportunities

• Level 3 - 6 months experience with dual certification of order management and billing coordination

Customer Focus

• Strive for first call resolution to customer questions/requests
• Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues
• Form and maintain good relationships with external and internal customers at all levels of the organization

Education and qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Level 2 will include a proven ability to work in a Level 1 CSS Phone Rep role and successful training in, and demonstrated ability, of either Work Order Rep or Billing Rep.
• Required Skills and Abilities:
• - Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with team to support customer success.
• - Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively.
• - Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers.
• - Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus.
• - Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customers' needs and working with customers in a consultative manner to meet and exceed their needs and expectations.
• Education and Qualifications:
• - College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
• - Experience in customer service, logistics, hospitality, retail, or rental industry preferred.