Customer Success Specialist II

WillScot•Scottsdale, AZ

2d•Onsite

About The Position

The Customer Success Specialist (CSS) acts as a liaison between the company and its customers, managing 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 collaborate with specialist groups as needed to resolve customer issues. The role requires maintaining excellent service standards, responding efficiently to customer inquiries, striving for high customer satisfaction, and embodying WillScot's Core Values: driven to excellence, inclusion and diversity, devotion to customers, health and safety, trustworthiness and reliability, and community focus. This position is part of the customer success team, responsible for inbound and outbound transactional customer contact.

Requirements

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.
Minimum of 3 months experience in a level 1 role.
Proven customer support or customer service experience.
Ability to work independently in a fast-paced environment and collaborate with a team to support customer success.
Strong phone contact handling skills.
Active listening skills.
Excellent oral/written communication skills.
Negotiation skills.
Presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
Strong self-starter and team player.
Positive attitude and enthusiasm for day-to-day activities.
Ability 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.
High school diploma or equivalent with 3+ years relevant experience.
Ability to perform work in a professional office environment and 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.
Must be able to verbally communicate with employees, co-workers and customers in person and by phone.

Nice To Haves

College Degree preferred.
Experience in customer service, logistics, hospitality, retail, or rental industry preferred.
Salesforce.com experience is a plus.
Travel for training may be required.

Responsibilities

Serve as the primary point of contact for customer transactions from order initiation through time of return.
Process transactional orders to ensure accuracy, including obtaining and processing signed lease agreements/contracts and/or purchase orders, collecting insurance certificates or ensuring enrollment in the WS program, obtaining and processing tax-exempt certificates, updating pending orders, collecting relevant customer information for invoicing and payments, requesting manual invoices, and processing payments.
Communicate delivery date options and conduct pre-delivery confirmation calls.
Confirm deliveries and returns, initiate billing, and provide post-delivery/return follow-up.
Initiate unit pickup, communicate pickup dates, determine early termination liabilities, bill damages, and complete the off-rent process.
Proactively contact customers with fees or disputes on the third invoice.
Manage service requests in the Customer Relationship Management (CRM) system, including triaging, creating service tasks, communicating with customers about scheduled service, and ensuring satisfactory resolution post-completion.
Provide general customer success support, including receiving and resolving incoming calls, proactively contacting customers nearing lease end to discuss renewal options, coordinating onsite takeovers and relocations, processing change requests, following up on credit denials, answering invoice questions, processing payments, obtaining and processing expired POs, and escalating to specialists as needed.
Operate as the primary Customer Success contact for assigned branches (Work Order Specialist).
Handle all New Delivery and Return Work Orders, Core 4, Contract Compliance, Purchase Orders during delivery process, Change Actions during delivery process (Work Order Specialist).
Communicate with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance (Work Order Specialist).
Ensure Sox Compliance (Work Order Specialist).
Handle all Delivery, Return and Service Billing (Billing Rep Specialist).
Perform Contract Compliance review and Billing accuracy review (Billing Rep Specialist).
Manage Lease Renewals, Purchase Orders after delivery, Change Actions post delivery, Change Orders, Misc. Addendums and Misc. One-times (Billing Rep Specialist).
Handle billing issues currently sent to the BC and provide resolution (Billing Rep Specialist).
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.