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Customer Success Specialist (#925,652,274) 

Job offer #925,652,274 in USA

Algeco Scotsman Group and Company Overview

Main responsibilities

Responsibilities of the CSS include, but are not limited to: 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 · Process transactional orders to insure accuracy o Obtaining and processing signed lease agreements/contracts and /or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program o Collecting accurate insurance certificate or insure customers are enrolled in WS program prior to delivery o Obtaining and processing tax exempt certificates as applicable o Updating pending orders as required through Big Machines and upsell value added products and services when possible o 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 o Requesting manual invoices and processing credit card payments or checks to meet credit requirementso Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions o 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: o 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. o 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 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 Abilities and Other Requirements: 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; 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

Job experience & skills requirements

Education and Qualifications 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; 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. 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.

Compensation & Benefits Information

Compensation & Benefits Information Competitive Compensation Medical, Dental, & Vision Insurance Prescription Plan Life Insurance Disability Coverage 401(k) Program with Company Match Paid Vacation, Holidays & Sick Days Employee Assistance Program Tuition Assistance Employee Referral Program Williams Scotsman is an AA/EEO/W/M /Vet/Disabled employer For further information on Williams Scotsman, Inc., see our website at

The Company

Company Name
Williams Scotsman

Job Details

Job Location

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