Associate Customer Success

ABOUT THE JOB:

This position is part of our Customer Success Team which handles both inbound and outbound transactional customer interactions. The Customer Success Associate serves as a key liaison between WillScot and our customers, ensuring a seamless experience. The role is responsible for managing service requests, reviewing invoices, resolving issues, and maintaining high standards of customer satisfaction.

WHAT YOU'LL BE DOING:

Customer Support

• Serve as the primary point of contact for customer transactions from order initiation to return.
• Accurately process transactional orders, including:
• Signed lease agreements/contracts and purchase orders.
• Tax exemption certificates.
• Customer invoicing details and ACH payment setup.
• Manual invoice requests and payment processing.
• Proactive outreach regarding fees or disputes.
• Manage service requests via CRM:
• Triage and resolve issues via phone.
• Create and track service tasks.
• Communicate scheduling and post-service follow-up.
• Ensure proper billing and resolution.
• Provide general support:
• Handle inbound calls and proactively reach out to customers nearing lease end.
• Coordinate relocations and onsite takeovers.
• Process change requests and expired purchase orders.
• Escalate complex issues to specialists as needed.

Customer Focus

• Strive for first-call resolution and proactive problem-solving.
• Use Net Promoter System (NPS) feedback to improve service and address internal issues.
• Build and maintain strong relationships with internal and external stakeholders.

EDUCATION AND QUALIFICATIONS:

Qualifications:

• Graduate in any stream, with 3+ years of relevant experience will be considered.

• Proven experience in customer support or service, with the ability to work independently and collaboratively in a fast-paced environment.
• Strong English communication skills (verbal and written), active listening, and conflict resolution.

• Ability to multitask, prioritize, and manage time effectively. Handle high volumes of inbound/outbound calls and identify upsell opportunities.

• Proficiency in MS Office (Excel, Word, Outlook); CRM experience preferred (Salesforce a plus).
• Customer-focused mindset with adaptability to various personalities and needs.

• Maintain accurate records of customer interactions and documentation.
• Exhibit high attention to detail and follow established communication procedures.

Physical Requirements

Disclaimer:

• Note:  This job description may not include all duties and responsibilities for the above-named position.  Management may modify tasks and responsibilities at their discretion at any time.