WillScot is seeking a Customer Success Specialist I to act as the primary liaison between our company and customers, managing communication throughout the work order and billing lifecycle. This role is responsible for transactional customer contact, issue resolution, and ensuring a high level of customer satisfaction.
What You'll Do
- Serve as the primary point of contact for customer transactions from order initiation through return.
- Process transactional orders for accuracy, including obtaining signed contracts and collecting insurance certificates.
- Communicate delivery date options and place pre-delivery confirmation calls.
- Confirm deliveries and returns, initiate billing, and provide post-delivery/return follow-up.
- Initiate unit pickups, communicate pickup dates, determine early termination liabilities, and bill damages.
- Proactively contact customers regarding fees or disputes approximately 65 days after delivery.
- Manage service requests in the CRM, triaging issues, creating service tasks, and ensuring resolution.
- Provide general customer success support, handling incoming calls, processing change requests, and answering invoice questions.
- Strive for first call resolution to customer questions and 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.
What We're Looking For
- Proven customer support or customer service experience.
- Ability to work independently in a fast-paced environment and collaborate with a team.
- Strong phone contact handling skills, active listening, and excellent oral and written communication.
- Ability to multi-task, prioritize, and manage time effectively.
- Strong self-starter and team player with a positive attitude.
- Proficient with MS Office/Excel/Word/Outlook.
- Familiarity with CRM systems.
- Customer orientation and ability to adapt and respond to different personalities.
- Passionate about understanding customers’ needs and working in a consultative manner.
Nice to Have
- College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
- Experience in customer service, logistics, hospitality, retail, or the rental industry.
- Salesforce.com experience is a plus.
- Ability to manage a large volume of inbound and outbound calls and generate sales leads or upsell opportunities.
- Ability to build sustainable relationships and trust with customers through proactive communication.
- Ability to handle customer complaints, provide solutions within time limits, and follow up for resolution.
- High attention to detail.
- Ability to follow communication procedures, guidelines, and policies.
Technical Stack
- MS Office/Excel/Word/Outlook
- CRM systems
- Salesforce.com
Team & Environment
This position is part of the customer success team responsible for inbound and outbound transactional customer contact.
Benefits & Compensation
- Medical, dental, vision, disability, and life insurance
- Paid time off including Company holidays
- Tuition reimbursement
- Retirement savings plan with company match
- Variable pay opportunities including commission, bonus, performance rewards, or other incentive programs
Work Mode
This role is an onsite position.
WillScot is an AA/EEO/W/M/Vet/Disabled employer. We are an Equal Opportunity Employer. Veterans and individuals with disabilities are encouraged to apply.
