Customer Success Specialist III

WillScot•Meadow Woods, FL

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, devoted to our customers, health and safety, trustworthy and reliable, and community focused. This position is part of the customer success team, 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 a team to support customer success.
Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
Strong self-starter and team player with a positive attitude.
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 attention to detail.
Ability to perform work in a professional office environment and use standard office equipment.
Manage large volume of inbound/outbound calls.
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, and follow up to ensure resolution.
Keep records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies.
Proven ability to work in a Level 1 CSS Phone Rep role and successful training in, and ability to work as both a Work Order Rep and Billing Rep (Level 3 requirement).
Demonstrated ability to work in either role as needed (Level 3 requirement).
Must be in a level 2 role for a minimum of 6 months experience (Level 3 requirement).

Nice To Haves

Salesforce.com experience
Experience in customer service, logistics, hospitality, retail, or rental industry preferred.
College Degree preferred

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, scheduling service, and ensuring satisfactory resolution and billing.
Provide general customer success support, including receiving and resolving incoming calls, proactively calling customers nearing lease end, 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 the delivery process, Change Actions during the delivery process (Work Order Specialist).
Communicate with the customer all details of Return Cases and associated charges (Work Order Specialist).
Ensure Sox Compliance (Work Order Specialist).
Handle all Delivery, Return, and Service Billing, Contract Compliance review, Billing accuracy review, Lease Renewals, Purchase Orders after delivery, Change Actions post delivery, Change Orders, Misc. Addendums and Misc. One-times (Billing Rep Specialist).
Handle and provide resolution for billing issues currently sent to the BC (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.