Enterprise Account Customer Success Coordinator

ABOUT THE JOB:

An Enterprise Account Customer Success Coordinator will act as a liaison, communicating with customers, providing information, and resolving any emerging issues with accuracy and efficiency.   They’re patient, empathetic, genuinely excited to help customers and passionately collaborative. Problem-solving and negotiating comes naturally to Enterprise Account Customer Success Coordinators. They are confident at troubleshooting and willing to investigate if they don’t have enough information to resolve customer requests. The Enterprise Account Customer Success Coordinator is the “quarterback” for the customer, ensuring delivery of our Customer Experience (CxP) expectations. The Enterprise Account Customer Success Coordinator is part of the customer success team, which has the primary responsibility for inbound and outbound transactional customer contact, beginning at the handoff from sales at new order and following through to post delivery.   The Enterprise Account Customer Success Coordinator will also manage customer service requests, complete invoice reviews, enter off-rent requests and work with specialist groups as necessary to resolve customer issues.   

WHAT YOU'LL BE DOING:

Customer Support:
•    Serve as the primary point of contact for customer transactions from initiation of order through time of return. National Account Customer Success Specialists will be responsible to manage specific customer accounts. (1 customer account includes the Primary Account along with the Secondary Accounts). Process transactional orders to ensure accuracy.
•    Obtaining and processing signed lease agreements/sale agreements/contracts, purchase orders, subcontract forms, equipment schedules, and/or Bare Rental Agreements from customers through relevant systems promoting use of DocuSign electronic signature program.
•    Collecting accurate insurance certificate or ensure customers are enrolled in WillScot’s Loss Damage Waiver and/or General Liability Insurance program.
•    Obtaining pending orders as required through Big Machines and upsell Value added products and services when possible.
•    Verifying Action Plan (from Primary Account) for relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders.
•    Requesting manual invoices and processing credit card payments or checks to meet credit requirements.
•    Communicate delivery date options and place a pre-delivery confirmation call 7 days beforehand to ensure acceptable site conditions
•    Confirm delivery and initiate billing or order; provide post-delivery follow up.
•    Handle billing case management of any invoice/lease extension concerns/disputes.
•    Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
•    Proactive contact to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.

Provide quality customer service to include:
•    Manage service requests in CRM including triage to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required.
•    Provide general customer success support, including but not limited to receive and resolve incoming calls for National Account customers, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired PO’s, and escalate to specialists as needed.

Customer Focus:
•    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.
•    Reach Key Performance Indicator (KPI) goals to monitor Enterprise CSS.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience: 
High School diploma or equivalent required, college degree preferred.
Minimum three years relevant experience preferred; WillScot experience preferred.
Salesforce and SAP experience preferred.
Must be a Tier 3 Customer Service Specialist.

Required Skills and Abilities: 
Proven customer support or customer service experience with the ability to work independently in a fast paced environment and collaborate with team to support customer success.
Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation and presentation skills with the ability to multi-task, prioritize and manage time effectively.  Manage large volume of in/outbound calls, generate sales leads and upsell opportunities.  
Strong self starter and team player who brings a positive attitude to work and is enthusiastic about day-to-day activities and is able to form/maintain good relationships with external and internal customers.  Build sustainable relationships and trust with customers through open, proactive communication.  Provide accurate, valid and complete information by using the right methods/tools.
High attention to detail.
Ability to meet or exceed SWI Assessment goals and expectations.
Proficient with MS Office Suite, familiarity with CRM systems (Salesforce & SAP), GetPaid, Feith and On Base.
Customer orientation and ability to adapt/respond to different types of personalities.  
Passionate about understanding customer’s needs and working with customers in a consultative manner to meet and exceed their needs and expectations.  Handle customer complaints, provide appropriate solutions and alternatives within the time limits and Enterprise Accounts CSS DOA; follow up to ensure resolution.  Keep accurate records.

Physical Requirements:
Ability to sit, stand, walk, etc., for office environment; ability to be on phones majority of business day.

Work Environment: 
This is an in office role; not hybrid.