Enterprise Account Customer Success Coordinator

ABOUT THE JOB:

A National Account Customer Success Specialist (NA 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 National Account Customer Success Specialists. They are confident at troubleshooting and willing to investigate if they don’t have enough information to resolve customer requests. The NA CSS is the “quarterback” for the customer, ensuring delivery of our Customer Experience (CxP) expectations. The NA 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 NA 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 National Account 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 Dedicated to Health & Safety, Committed to Inclusion & Diversity, Drive to Excellence, Trustworthy & Reliable, Devoted to Our Customers, and Community Focus.

WHAT YOU'LL BE DOING:

WHAT YOU'LL BE DOING:
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. National Account Customer Success Specialists will be responsible to manage specific customer accounts. (1 customer account includes the Primary Account along with the SecondaryAccounts).
• 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 and processing tax exempt certificates as applicable
  • Updating 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 of order; provide post-delivery follow up
  • 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
• Reaching Key Performance Indicator (KPI) goals to monitor NA CSS

EDUCATION AND 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.

Required Education and Experience:

• College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered
• Must be a Tier 3 Customer Success Rep
• 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. SWI Assessment goals meet or exceed expectations.
• Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience, SAP, Willscot Mobile Mini Hub, GetPaid, Feith, and On Base.
• 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.

Required Skills and Abilities:

• 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 and NA CSS DOA; 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, coworkers, and customers in person and by phone. Travel for training may be required. WillScot Mobile Mini is an AA/EEO/W/M/Vet/Disabled employer

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.