Customer Success Specialist II

Description

• Process transactional orders to ensure accuracy, which includes:
• Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
• Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities
• Build sustainable relationships and trust with customers through open, proactive communication
• The Work Order Specialist is responsible for the following:
• Managing service requests in Customer Relationship Management (CRM) including triaging 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.
• Purchase Orders during delivery process (Status-4)
• Purchase Orders after delivery (Status-11)
• Obtaining and processing tax exempt certificates as applicable.
• Strive for first call resolution to customer questions/requests.
• Operate as primary Customer Success contact for assigned branches
• Serve as the primary point of contact for customer transactions from initiation of order through time of return
• Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program.
• 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.
• Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.
• Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues.
• 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
• Provide accurate, valid, and complete information by using the right methods/tools
• Change Actions during delivery process
• Providing 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.
• Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions.
• Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery.
• Form and maintain good relationships with external and internal customers at all levels of the organization.
• Follow communication procedures, guidelines, and policies
• Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up
• Updating pending orders as required through Big Machines and upsell value added products and services when possible.
• Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance
• Handling of billing issues that are currently sent to the BC and providing resolution
• Requesting manual invoices and processing credit card payments or checks to meet credit requirements
• Handle all New Delivery and Return Work Orders

Requirements

• Sox Compliance
• Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus.
• Experience in customer service, logistics, hospitality, retail, or rental industry preferred.
• 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.
• 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 self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers.
• 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.
• Level 3 – 6 months experience with dual certification of order management and billing coordination
• Exhibits a high attention to detail
• 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.

Benefits

• Career progression and Cross Training Opportunities:
• Lease Renewals

Training + Development

Interview process

Visa Sponsorship

Security clearance