Enterprise Account Customer Success Coordinator

WillScot • Meadow Woods, FL

1d • Onsite

About The Position

The Enterprise Account Customer Success Coordinator serves as the customer’s primary liaison and “quarterback,” delivering WillScot’s customer experience from the handoff from sales on a new order through post-delivery and return. The role manages customer transactions and account needs, communicates information, resolves issues, and coordinates with specialist groups. Responsibilities include processing orders and agreements, handling customer service requests and billing concerns, coordinating deliveries and pickups, processing payments and off-rent requests, and maintaining accurate records and customer information. The coordinator also supports account retention and satisfaction through proactive communication, issue resolution, and efforts to meet customer service performance goals.

This is an in-office role, not hybrid. The work is performed in an office environment and involves being on the phone for the majority of the business day. The role requires the ability to sit, stand, and walk.

Requirements

• High school diploma or equivalent required.
• Must be a Tier 3 Customer Service Specialist.
• Proven customer support or customer service experience and ability to work independently in a fast-paced environment while collaborating with a team.
• Strong phone contact handling and active listening skills.
• Excellent oral and written communication, negotiation, and presentation skills.
• Ability to multitask, prioritize, manage time effectively, and handle large volumes of inbound and outbound calls.
• Positive, self-starting team player able to build and maintain relationships with internal and external customers.
• Ability to build sustainable customer relationships and trust through open, proactive communication.
• Ability to provide accurate, valid, and complete information using appropriate methods and tools.
• High attention to detail.
• Ability to meet or exceed SWI Assessment goals and expectations.
• Proficiency with Microsoft Office Suite.
• Customer orientation and ability to adapt and respond to different personalities.
• Ability to understand customer needs and work consultatively to meet and exceed expectations.
• Ability to handle customer complaints and follow through to resolution.
• Ability to sit, stand, and walk in an office environment and be on the phone for most of the business day.

Nice To Haves

• College degree preferred.
• At least three years of relevant experience preferred.
• WillScot experience preferred.
• Salesforce and SAP experience preferred.
• Familiarity with CRM systems, including Salesforce and SAP, and with GetPaid, Feith, and On Base.

Responsibilities

• Serve as the primary point of contact for customer transactions from order initiation through return and manage assigned customer accounts.
• Process transactional orders accurately.
• Obtain and process signed lease agreements, sale agreements, contracts, purchase orders, subcontract forms, equipment schedules, and Bare Rental Agreements through relevant systems; promote DocuSign use.
• Collect accurate insurance certificates or ensure enrollment in WillScot’s Loss Damage Waiver and/or General Liability Insurance program.
• Obtain pending orders through Big Machines as required and upsell value-added products and services when possible.
• Verify Action Plan information, including invoicing email addresses and ACH payment capability; update transmittal rules and file required documentation electronically.
• Request manual invoices and process credit card or check payments to meet credit requirements.
• Communicate delivery date options and make pre-delivery confirmation calls seven days beforehand to confirm acceptable site conditions.
• Confirm delivery and initiate billing or the order, then provide post-delivery follow-up.
• Handle billing case management for invoice and lease-extension concerns or disputes.
• Initiate unit pickup, communicate pickup dates, determine early termination liabilities, bill damages, complete the off-rent process, and update WillScot systems.
• Proactively contact customers with fees or disputes on their third invoice, approximately 65 days after delivery.
• Manage CRM service requests, triage issues by phone, create service tasks, communicate scheduling, and follow up after completion to confirm resolution and billing where required.
• Provide general customer-success support, including calls from National Account customers, lease-renewal outreach, onsite takeovers and relocations, change requests, credit-denial follow-up, invoice questions, payments, expired purchase orders, and escalation to specialists.
• Strive for first-call resolution of customer questions and requests.
• Use Net Promoter System feedback to provide timely correspondence and address internal issues.
• Build and maintain good relationships with internal and external customers at all organizational levels.
• Meet Key Performance Indicator goals for Enterprise Customer Success Specialists.
• Generate sales leads and upsell opportunities while managing high volumes of inbound and outbound calls.
• Handle complaints, provide appropriate solutions and alternatives within required time limits and delegated authority, and follow up to ensure resolution.
• Keep accurate records.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off, including company holidays
• Tuition reimbursement
• Retirement savings plan with company match
• Potential variable pay, including commission, bonus, performance rewards, or other incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED