Customer Success Specialist II

Mobile Mini-posted 3 months ago
Full-time • Entry Level
Scottsdale, AZ
Real Estate
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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.

  • 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
  • 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 customers with fees or disputes on third invoice, approx. 65 days after delivery of unit
  • 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 POs, and escalate to specialists as needed
  • 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
  • To be considered for a Level 2 position, the individual must be in a level 1 role for a minimum 3 months experience
  • 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
  • Medical, dental, vision, disability and life insurance
  • Paid time off
  • Company holidays
  • Tuition reimbursement
  • 401(k) with match
  • Variable pay opportunities including commission or bonus, performance rewards, or incentive programs
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