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,” helping deliver WillScot’s customer experience expectations from the handoff at a new order through post-delivery and return. The role is part of the customer success team and handles inbound and outbound transactional customer contact, customer service requests, invoice reviews, off-rent requests, and coordination with specialist groups to resolve customer issues.

The coordinator manages assigned enterprise customer accounts and transactional orders, communicates with customers throughout the order and rental lifecycle, supports billing and payment matters, and coordinates service requests, deliveries, pickups, renewals, relocations, and other account changes. The position requires accurate and efficient issue resolution, proactive communication, strong customer relationships, and achievement of customer success performance goals.

This is an in-office role, not hybrid. WillScot describes its regular positions as offering benefits that include medical, dental, vision, disability and life insurance, paid time off including company holidays, tuition reimbursement, and a retirement savings plan with company match. Many positions may also have variable pay opportunities.

Requirements

• High school diploma or equivalent.
• 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 and active-listening skills.
• Excellent oral and written communication, negotiation, and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to manage a high volume of inbound and outbound calls, generate sales leads, and identify upsell opportunities.
• Strong self-starter and team-player qualities, with a positive attitude and ability to build and maintain relationships with internal and external customers.
• Ability to build customer trust through open, proactive communication and provide accurate, 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 and familiarity with CRM systems and tools including Salesforce, SAP, GetPaid, Feith, and On Base.
• 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, provide appropriate solutions and alternatives within applicable time limits and Enterprise Accounts CSS DOA, and follow up to ensure resolution.
• Ability to maintain accurate records.
• 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.
• At least three years of relevant experience.
• WillScot experience.
• Salesforce and SAP experience.

Responsibilities

• Serve as the primary point of contact for customer transactions from order initiation through equipment return, managing assigned customer accounts and processing transactional orders accurately.
• Obtain and process signed lease, sale, subcontract, purchase order, equipment schedule, and Bare Rental Agreement documents through relevant systems, encouraging use of DocuSign.
• Collect accurate insurance certificates or ensure customers are enrolled 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 account action-plan details, including invoicing email addresses and ACH payment capability; update transmittal rules and file required documentation.
• Request manual invoices and process credit card payments or checks to meet credit requirements.
• Communicate delivery-date options and make a pre-delivery confirmation call seven days in advance to confirm acceptable site conditions.
• Confirm delivery, initiate billing or the order, and provide post-delivery follow-up.
• Manage billing cases involving invoice or lease-extension concerns and disputes.
• Initiate unit pickup, communicate pickup dates, determine early-termination liabilities, bill damages, complete off-rent processes, and update WillScot systems.
• Proactively contact customers with fees or disputes on their third invoice, approximately 65 days after delivery.
• Manage CRM service requests by triaging issues, resolving them over the phone when possible, creating service tasks, communicating scheduled service, and following up after completion to confirm satisfactory resolution and billing when required.
• Provide general customer success support, including answering incoming calls, discussing lease renewals with customers nearing lease end, coordinating onsite takeovers and relocations, processing change requests, following up on credit denials, answering invoice questions, processing payments, and obtaining and processing expired purchase orders.
• Escalate customer issues to specialists as needed.
• Strive to resolve customer questions and requests on the first call.
• Use Net Promoter System feedback to respond promptly and address internal issues, while maintaining positive relationships with internal and external customers.
• Meet key performance indicator goals for Enterprise Customer Success.

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
• Variable pay opportunities may include commission, bonus, performance rewards, or other incentive programs

What This Job Offers

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