At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve.  We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

 

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here.  Build your future with us!

ABOUT THE JOB:

The Customer Success Lead will assist the supervisor/manager to oversee Customer Success Specialists (CSS) who serve as liaisons between the company and our customers. The Customer Success Lead is responsible for leading all initiatives that will improve the experience for our customers, motivate, and assist in developing staff within a fast-paced environment in order to ensure the delivery of our Customer Experience (CxP) expectations. The Customer Success Lead will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot's Core Values.

WHAT YOU'LL BE DOING: Coverage for Work Order Rep & Billing Rep - Vacation/Sick days Pull and review necessary reporting  Training mentoring New Employees SME of Customer Success process and procedures Assist in ongoing training of team members  Troubleshoot work order issues. (mismatch LOA, error status, unit status) Actively participle with leadership to identify areas of improvement Delegate tasks to team members when leadership is unavailable  Help to maintain a pleasant working environment by planning monthly team events for Holidays/National Days Empowering team members with skills to improve their confidence, product knowledge, and communication skills Provide relief for next tier leadership during PTO

 

Safety/Environment:

Contribute to a working environment by providing exceptional and world class customer service Conduct business in compliance with all WillScot 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 ensure accuracy  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 insure 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 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: 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 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 POs, 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 EDUCATION AND QUALIFICATIONS:

Required Education and Experience: 

College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered  Minimum of 1 year experience in Customer Success Role Certification in Level 3 Tier of Customer Success

Required Skills and Abilities:

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 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 Exhibits the ability to motivate, guide, and mentor others

Preferred Education and Experience:

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. 

Preferred Skills and Abilities: When applicable, add any preferred skills and abilities desired

Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus 

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.  

Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.
 

All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, company holidays, tuition reimbursement, and RRSP. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be found here.
 

WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, or local laws.

 

WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills.  The more inclusive we are, the stronger we will be!