Customer Success Specialist I

WillScot•Meadow Woods, FL

18d•Onsite

About The Position

The Customer Success Specialist (CSS) acts as a liaison between the company and its customers, handling communication throughout the work order and billing process, providing requested information, and resolving 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.

Requirements

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.
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.
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.
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 training may be required.

Nice To Haves

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.

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, 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.
Collect accurate insurance certificate or 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 manual invoices and process 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, 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 contact customers with fees or disputes on third invoice, approximately 65 days after delivery of unit.
Provide quality customer service including 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.
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.
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.