Enterprise Account Customer Success Coordinator

WillScot • Scottsdale, AZ

3d • Onsite

About The Position

The Enterprise Account Customer Success Coordinator acts as a liaison and primary point of contact for customer transactions, guiding customers from order initiation through return and ensuring delivery of WillScot’s Customer Experience expectations. The role is part of the customer success team and handles inbound and outbound transactional customer contact beginning at the sales handoff for new orders and continuing through post-delivery.

The coordinator processes orders and customer documents, manages customer service requests, reviews invoices, handles payments and off-rent requests, and collaborates with specialist groups to resolve customer issues. They are expected to communicate proactively, investigate and troubleshoot requests, build strong customer relationships, and pursue first-call resolution.

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.
• Ability to generate sales leads and upsell opportunities.
• Strong self-starter and team-player qualities, a positive attitude, and ability to build and maintain internal and external customer relationships.
• Ability to build customer trust through open, proactive communication and provide accurate, complete information using appropriate methods and tools.
• High attention to detail and 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 or exceed expectations.
• Ability to handle complaints, provide appropriate solutions and alternatives within established time limits and Enterprise Accounts CSS DOA, and follow up to ensure resolution.
• Ability to keep accurate records.
• Ability to sit, stand, and walk in an office environment and use the phone for the majority of the business day.

Nice To Haves

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

Responsibilities

• Serve as the primary point of contact for customer transactions from order initiation through equipment return, managing assigned customer accounts and their associated primary and secondary accounts.
• Process transactional orders accurately.
• Obtain and process signed lease, sale, and rental agreements, contracts, purchase orders, subcontract forms, and equipment schedules through relevant systems; promote DocuSign use.
• 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 customer information in the Action Plan, including invoicing email addresses and ability to pay by ACH; 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 beforehand to verify acceptable site conditions.
• Confirm delivery and initiate billing or the order, then provide post-delivery follow-up.
• Handle billing case management involving invoice or lease-extension concerns and 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 the third invoice, approximately 65 days after unit delivery.
• Manage CRM service requests, triage issues, create service tasks, communicate scheduling, and follow up after completion to confirm satisfactory resolution and billing when required.
• Provide general customer success support, including handling customer calls, discussing lease renewals, coordinating onsite takeovers and relocations, processing change requests, following up on credit denials, answering invoice questions, processing payments, obtaining and processing expired purchase orders, and escalating issues to specialists.
• Strive for first-call resolution of customer questions and requests.
• Use Net Promoter System feedback to respond promptly and address internal issues.
• Build and maintain relationships with external and internal customers at all organizational levels.
• Meet key performance indicator goals for Enterprise Customer Success Specialists.

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