Customer Success Specialist II at WillScot Scottsdale, AZ

Overview

Will Scot is a provider of temporary space solutions. This position is for a Customer Success Specialist (CSS) who acts as a liaison between the company and its customers, handling communication throughout the workorder and billing process, providing information as requested, and resolving issues with accuracy and efficiency. The CSS will manage customer service requests, complete invoice reviews, enter off-rent requests, and collaborate with specialist groups to resolve customer issues.

The role emphasizes maintaining service standards, responding to customer inquiries, and upholding Will Scot core values of excellence, inclusion, diversity, devoted to customers, health and safety, trustworthiness, and community focus.

• Serve as the primary point of contact for customer transactions from order initiation to return.
• Process transactional orders for accuracy, including obtaining and processing signed lease agreements/contracts and/or purchase orders through relevant systems with Docu Sign where applicable.
• Collect and verify insurance certificates or enroll customers in Will Scot programs prior to delivery.
• Obtain and process tax-exempt certificates as applicable.
• Update pending orders in systems (e.g., Big Machines) and upsell value-added products and services when possible.
• Collect invoicing information (email, payment methods such as ACH) and file documentation in electronic folders; update transmittal rules.
• Request manual invoices and process credit card payments or checks to meet credit requirements.
• Communicate delivery date options and perform pre-delivery confirmations (48/24 hours prior) to ensure site readiness.
• Confirm delivery and returns, initiate billing, and follow up post-delivery/return.
• Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages, and complete off-rent processes in Will Scot systems.
• Proactively contact customers regarding fees or disputes on the third invoice approximately 65 days after delivery.
• Provide quality customer service, manage service requests in CRM, triage issues by phone, create service tasks, and ensure satisfactory resolution and billing as required.
• Provide general CSS support: receive and resolve calls, proactively contact customers nearing lease end, coordinate takeovers and relocations, process change requests, follow up on credit denials, answer invoice questions, process payments, handle expired POs, and escalate to specialists as needed.

• CSS Level 2 responsibilities may include specialization as one of the following roles:
• Work Order Specialist: act as primary CSS contact for assigned branches, handle all new delivery and return work orders, ensure contract compliance (Status-4), process purchase orders during delivery, manage change actions during delivery, and communicate return case details and related charges.
• Sox Compliance
• Billing Rep Specialist: manage all delivery, return, and service billing; perform contract and billing accuracy reviews; manage lease renewals and post-delivery purchase orders (Status-11); manage change orders and miscellaneous addendums; resolve billing issues with the back office and provide resolutions.

• Required
  
  Skills and Abilities:
  • Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with a team.
  • Strong phone skills, active listening, excellent oral and written communication, negotiation, and presentation abilities; ability to multi-task and manage time effectively.
  • Self-starter and team player with a positive attitude; ability to build relationships with customers and internal stakeholders.
  • Proficiency with MS Office (Excel, Word, Outlook); familiarity with CRM systems;
    Salesforce experience is a plus.
  • Customer-focused with the ability to adapt to different personalities and meet customer needs in a consultative manner.
• Education:
  
  College degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
• Experience:
  
  Experience in customer service, logistics, hospitality, retail, or rental industry…