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Customer Success Specialist

Williams Scotsman, Inc. is a leading provider of space solutions for the construction, education, energy, industrial, commercial/retail, healthcare, and government markets. With operations in the United States, Mexico, and Canada and serving more than 25,000 customers, Williams Scotsman operates a fleet of nearly 100,000 modular space and secure storage units that are leased through a network of more than 90 branch locations throughout North America. The Company's roots date back to the late 1950's when it obtained a patent from the U.S. Federal Government for inventing the concept of prefabricated mobile modular offices in the USA. In addition to its core leasing business, the Company designs and develops permanent modular structures.
PURPOSEA Customer Success Specialist (CSS) 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 customer success specialists. They are confident at troubleshooting and willing to investigate if they don't have enough information to resolve customer requests.
The CSS is the "quarterback" for the customer, ensuring delivery of our Customer Experience (CxP) expectations. The CSS 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 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 Williams Scotsman's Core Values of Collaboration, Empowerment, Excellence, and Innovation.
Main responsibilitiesResponsibilities of the CSS include, but are not limited to:
Safety/Environment:
Contribute to a working environment by providing exceptional and world class customer service
Conduct business in compliance with all Williams Scotsman Safety, Transportation, and Environmental Policies
Customer Support:
Serve as the primary point of contact for customer transactions from initiation of order through time of return
Process transactional orders to insure accuracy
o Obtaining and processing signed lease agreements/contracts and /or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program
o Collecting accurate insurance certificate or insure customers are enrolled in WS program prior to delivery
o Obtaining and processing tax exempt certificates as applicable
o Updating pending orders as required through Big Machines and upsell value added products and services when possible
o 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
o Requesting manual invoices and processing credit card payments or checks to meet credit requirements
o Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions
o Confirm delivery and initiate billing of order; provide post-delivery follow up
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:
o 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.
o Provide 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.
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
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
Job experience & skills requirementsEducation and Qualifications
College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered
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 is able to 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.
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.
Compensation & Benefits InformationCompensation & Benefits Information
Competitive Compensation
Medical, Dental, & Vision Insurance
Prescription Plan
Life Insurance
Disability Coverage
401(k) Program with Company Match
Paid Vacation, Holidays & Sick Days
Employee Assistance Program
Tuition Assistance
Employee Referral Program
Williams Scotsman is an AA/EEO/W/M/Vet/Disabled employer
For further information on Williams Scotsman, Inc., see our website at www.willscot.com.


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