WS - Customer Success Specialist II

ABOUT THE JOB:

Customer Success Specialist (CSS) acts as a liaison between the company and its customers including communication throughout the workorder and billing process, providing information as requested by the customer and resolving any emerging issues with accuracy and efficiency.  The CSS will also manage customer service requests, complete invoice reviews, enter off-rent requests and work with specialist groups as necessary to resolve customer issues.  The Customer Success Specialist will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot Core Values of: 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, which is responsible for inbound and outbound transactional customer contact.

Customer Support:

• Serve as the primary point of contact for customer transactions from initiation of order through time of return
• Process transactional orders to ensure accuracy, which includes:
  • Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program. 
  • Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery.
  • Obtaining and processing tax exempt certificates as applicable.
  • Updating pending orders as required through Big Machines and upsell value added products and services when possible. 
  • Collecting 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 48/24 hours beforehand to ensure acceptable site conditions.
  • Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up 
  • Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
  • Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.

Provide quality customer service to include:

• Managing service requests in Customer Relationship Management (CRM) including triaging 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.
• Providing general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, 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.

WHAT YOU'LL BE DOING:

In addition to the responsibilities above, the CSS Level 2 will also be specialized as one of the following:

• The Work Order Specialist is responsible for the following:
  • Operate as primary Customer Success contact for assigned branches
  • Handle all New Delivery and Return Work Orders
  • Core 4
  • Contract Compliance
  • Purchase Orders during delivery process (Status-4)
  • Change Actions during delivery process 
  • Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance
  • Sox Compliance
• The Billing Rep Specialist is responsible for the following:
  • All Delivery, Return and Service Billing
  • Contract Compliance review
  • Billing accuracy review
  • Lease Renewals 
  • Purchase Orders after delivery (Status-11)
  • Change Actions post delivery 
  • Change Orders
  • Misc. Addendums and Misc. One-times
  • Handling of billing issues that are currently sent to the BC and providing resolution 
• Career progression and Cross Training Opportunities:
  • Level 3 – 6 months experience with dual certification of order management and billing coordination

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.

EDUCATION AND QUALIFICATIONS:

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Level 2 will include a proven ability to work in a Level 1 CSS Phone Rep role and successful training in, and demonstrated ability, of either Work Order Rep or Billing Rep.

To be considered for a Level 2 position, the individual must be in a level 1 role for a minimum 3 months experience. 

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.
• Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers.
• 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.

Education and Qualifications:

• College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered. 
• Experience in customer service, logistics, hospitality, retail, or rental industry preferred.

Abilities and Other Requirements:
The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required.  

• Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities 
• 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; follow up to ensure resolution.  Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Exhibits a high attention to detail

Physical Requirements:

• In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone.  Travel for trainining may be required.  

WillScot is an AA/EEO/W/M/Vet/Disabled employer

Disclaimer:

• Note:  This job description may not include all duties and responsibilities for the above-named position.  Management may modify tasks and responsibilities at their discretion at any time.