Customer Success Supervisor — Lead a High-Impact CX Team

WillScot; Scottsdale (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

WillScot in Scottsdale, AZ is seeking a Customer Success Supervisor to lead a team of fifteen Customer Success Specialists who serve as the quarterbacks for our customers. The supervisor implements initiatives to improve the customer experience and coaches the team in a fast-paced environment to meet our CX expectations.

You will champion service standards, support hiring and training, drive process improvements for accurate orders and billing, and coordinate with branches.

Qualifications

• Experience leading a customer success or call center team.
• Ability to mentor and empower the customer success team.

Responsibilities

• 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
• Assist with Hiring, developing, motivating and retaining staff
• Assist with Training all new employees and implement any new policy and procedures for the customer success team
• Drive compliance around the transactional order process 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 ensure 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
• The role will be responsible for supporting a small branch, as well as act as a secondary backup for Customer Success Specialists as needed
• Inform branch coverage when Customer success specialist are out of the office.
• 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

Skills

Leadership

Customer service

Communication

Problem solving

Education

College degree preferred; high school diploma or equivalent with 1+ years of customer success management experience

Tools

Salesforce.com

JD Edwards

Cognos

Job description

WillScot in Scottsdale, AZ is seeking a Customer Success Supervisor to lead a team of fifteen Customer Success Specialists who serve as the quarterbacks for our customers. The supervisor implements initiatives to improve the customer experience and coaches the team in a fast-paced environment to meet our CX expectations.

You will champion service standards, support hiring and training, drive process improvements for accurate orders and billing, and coordinate with branches.