CUSTOMER SUCCESS SPECIALIST II

Date: Aug 29, 2025
Location:Phoenix, AZ, US, 85008
Company: WillScot
Req ID: 54417
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.
Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

EDUCATION AND QUALIFICATIONS:

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Level 2 will include a proven ability to work in a Level 1 CSS Phone Rep role and successful training in, and demonstrated ability, of either Work Order Rep or Billing Rep.
To be considered for a Level 2 position, the individual must be in a level 1 role for a minimum 3 months experience.

Required Skills and Abilities:

• 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 can form/maintain good relationships with external and internal customers.
• Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com 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.

Education and Qualifications:

• College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
• Experience in customer service, logistics, hospitality, retail, or rental industry preferred.

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

Physical Requirements:

• 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.

WillScot is an AA/EEO/W/M/Vet/Disabled employer

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.

Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.
All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be found here.
WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!
Nearest Major Market: Phoenix
Job Segment: CRM, Outside Sales, Relationship Manager, Technology, Customer Service, Sale

In addition to the responsibilities above, the CSS Level 2 will also be specialized as one of the following:

• The Work Order Specialist is responsible for the following:
• Operate as primary Customer Success contact for assigned branches
• Handle all New Delivery and Return Work Orders
• Core 4
• Contract Compliance
• Purchase Orders during delivery process (Status-4)
• Change Actions during delivery process
• Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance
• Sox Compliance
• The Billing Rep Specialist is responsible for the following:
• All Delivery, Return and Service Billing
• Contract Compliance review
• Billing accuracy review
• Lease Renewals
• Purchase Orders after delivery (Status-11)
• Change Actions post delivery
• Change Orders
• Misc. Addendums and Misc. One-times
• Handling of billing issues that are currently sent to the BC and providing resolution
• Career progression and Cross Training Opportunities:
• Level 3 – 6 months experience with dual certification of order management and billing coordination

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.