Customer Success Lead

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.

• 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 WillScotSafety, 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

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 customersa 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.