Customer Success Specialist

Overview

At Will Scot, our team of nearly 5000+ people makes our company a Great Place to Work® and we believe our people are what give us a competitive advantage in the industry. Our differentiation begins with our values, which are lived through our employees and aligned to the needs of our customers and communities. From day one, we invest in your growth and your future, while giving back to the communities we serve.

Learn more about Will Scot and who we are, here. As North America’s leading provider of complete temporary space solutions, we have helped customers across 260+ locations in the United States, Canada, and Mexico, get the innovative flexible workspace and portable storage solutions that are right for their timeline and their project, Right From the Start. Learn More.

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 Will Scot 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.

• 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 Docu Sign 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 elevate to specialists as needed.

• Career progression and Cross Training Opportunities:
  • Level 2 – 3 months experience in Level 1 with certification of order management or billing…