Customer Success Specialist I

Customer Success Specialist I

Customer Success Specialist (CSS) acts as a liaison between the company and its customers including communication throughout the workorder and billing process, providing information as requested by the customer and resolving any emerging issues with accuracy and efficiency. The CSS will also manage customer service requests, complete invoice reviews, enter off-rent requests and work with specialist groups as necessary to resolve customer issues. The Customer Success Specialist will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot Core Values of : driven to excellence, inclusion, and diversity, devoted to our customers, health and safety, trustworthy and reliable, and community focused. This position is part of the customer success team, which is responsible for inbound and outbound transactional customer contact.

Customer Support :

• Serve as the primary point of contact for customer transactions from initiation of order through time of return
• Process transactional orders to ensure accuracy, which includes :
• Obtaining and processing signed lease agreements / contracts and / or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program.
• Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery.
• Obtaining and processing tax exempt certificates as applicable.
• Updating pending orders as required through Big Machines and upsell value added products and services when possible.
• Collecting 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.
• Requesting manual invoices and processing 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.
• Confirming delivery and returns, along with initiating 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 contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.
• Provide quality customer service to include :
• Managing 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.
• Providing 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 2 3 months experience in Level 1 with certification of order management or billing coordination
• Level 3 6 months experience in a Level 2 with dual certification of order management and billing coordination

Customer Focus :

Education and Qualifications :

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.

Required Skills and Abilities :

Preferred Education and Experience :

Preferred Skills and Abilities :

Physical Requirements :

WillScot is an AA / EEO / W / M / Vet / Disabled employer

Disclaimer :