Loading...

Customer Success Specialist

Date: Sep 7, 2021

Location: Orlando, Florida, US

Company: WillScot | Mobile Mini

WillScot (NASDAQ WSC) is the industry leader in providing storage solutions and modular workplace solutions to customers across North America. We serve ~50,000 customers with space solution needs daily, through a network of 100+ branch locations throughout North America.

Our legacy is rooted in product innovation, a reputation for exceptional customer service, effective management of business operations, and the ability to attract and retain the industry’s most talented staff and management team. Our values guide us to achieving our true potential and create an inclusive work environment which allows every person to thrive.

ABOUT THE JOB:

A Customer Success Specialist (CSS) will act as a liaison, communicating with customers, providing information and resolving any emerging issues with accuracy and efficiency.  They’re patient, empathetic, genuinely excited to help customers and passionately collaborative. Problem-solving and negotiating comes naturally to customer success specialists. They are confident at troubleshooting and willing to investigate if they don’t have enough information to resolve customer requests.  The CSS is the “quarterback” for the customer, ensuring delivery of our Customer Experience (CxP) expectations. The CSS is part of the customer success team, which has the primary responsibility for inbound and outbound transactional customer contact, beginning at the handoff from sales at new order and following through to post delivery.  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 Williams Scotsman’s Core Values of Collaboration, Empowerment, Excellence, and Innovation. 

WHAT YOU'LL BE DOING:

Safety/Environment:

  • Contribute to a working environment by providing exceptional and world class customer service
  • Conduct business in compliance with all Williams Scotsman Safety, Transportation, and Environmental Policies

Customer Support:

  • Serve as the primary point of contact for customer transactions from initiation of order through time of return
  • Process transactional orders to insure accuracy 
    • 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 insure 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
    • Confirm delivery and initiate billing of order; provide post-delivery follow up 
    • Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
    • Proactive contact to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit
  • Provide quality customer service to include:
    • Manage service requests in CRM including triage 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.

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.


Required Education and Experience: 

  • College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered 
  • 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 is able to 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. 

 

Required Skills and Abilities: 

  • The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required.  
  • Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities 
  • Build sustainable relationships and trust with customers through open, proactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.  Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Exhibits a high attention to detail

 

Physical Requirements        
In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary.  The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone.  Travel for trainining may be required.  

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

WillScot, is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.  WillScot takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans. Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 


Job Segment: Outside Sales, CRM, Customer Service, Sales, Technology