WillScot · 2 days ago
Customer Success Supv
Orlando, FL
Full-time
Onsite
Mid, Senior Level
1+ years expWillScot is North America’s leading provider of complete temporary space solutions, dedicated to investing in employee growth and community engagement. The Customer Success Supervisor will lead a team of Customer Success Specialists, focusing on improving customer experience and maintaining excellent service standards.
Building MaterialConstructionInfrastructure
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
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
Build sustainable relationships and trust with customers through open, proactive communication
Build sustainable relationships with staff, Commercial and Operational Excellence teams 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
Qualification
Required
High school diploma or equivalent with 1+ years of customer success management experience
Proven leadership background in a customer call center environment; ability to develop, mentor, and empower the customer success team while creating a culture of accountability
Able to build and maintain strong collaborative relationships across all levels and departments
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
Exhibits a high attention to detail
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Provide accurate, valid and complete information by using the right methods/tools
Build sustainable relationships and trust with customers through open, proactive communication
Build sustainable relationships with staff, Commercial and Operational Excellence teams through open, proactive communication
Follow communication procedures, guidelines and policies
Preferred
College Degree preferred
Experience implementing a centralized customer support function is a plus
Proficient with MS Office/Excel/Word/Outlook as well as Salesforce.com or other CRM; JD Edwards, or reporting tools like Cognos is a plus
Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management
Benefits
Medical
Dental
Vision
Disability
Life insurance
Paid time off (including Company holidays)
Tuition reimbursement
A retirement savings plan with company match
Variable pay opportunities including commission, bonus, performance rewards, or other incentive programs
Company
WillScot
WillScot Mobile Mini is now WillScot. North America’s largest space solution provider. #RightFromTheStart
1001-5000 employees
H1B Sponsorship
WillScot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (9)
2023 (7)
2022 (2)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknown1993-12-01Acquired
Leadership Team
Bradley L. Soultz
CEO & Board Member
Recent News
GlobeNewswire News Room
2025-03-11
Company data provided by crunchbase