Customer Success Specialist I

Customer Success Specialist I

A key role in delivering the exceptional service our customers expect and deserve. As a Customer Success Specialist (CSS), you'll be the voice of WillScot, serving as a trusted liaison between our company and our customers. Your role is all about building trust, solving problems, and ensuring a seamless experience from start to finish. Here's a quick overview of what you can expect in your role:

Customer Engagement & Support

• Deliver exceptional service by striving for first-call resolution on customer inquiries.
• Manage inbound and outbound calls with professionalism, empathy, and urgency.

Issue Resolution & Relationship Management

• Handle billing inquiries, invoice questions, and payment processing with accuracy and care.
• Address and resolve customer complaints, following up to ensure satisfaction.
• Build and maintain strong relationships with both internal teams and external customers.
• Collaborate with the Collections team to proactively resolve customer concerns or disputes.

Process & Documentation

• Accurately document all customer interactions and update account information.
• Respond to customer requests for specific business documents in a timely and accurate manner.
• Process billing cases and work cross-functionally to ensure clarity and closure.

Continuous Improvement

• Use Net Promoter System (NPS) feedback to identify trends and improve the customer experience.
• Collaborate with internal teams to resolve issues and enhance service delivery.
• Follow Standard Work Instructions (SWIs) to ensure processes are consistent, timely, and repeatable.

Required Skills & Abilities

• Strong Self-Starter & Team Player: Brings a positive, can-do attitude and collaborates effectively across teams.
• Customer-Centric Communication: Builds trust through open, proactive, and empathetic communication—even in high-volume environments.
• Problem Solving & Resolution: Handles complaints with care, provides accurate solutions, and ensures follow-through.
• Process-Oriented & Detail-Focused: Maintains accurate records and manages documentation with precision.
• Policy & Procedure Adherence: Follows communication guidelines and company policies to ensure consistency.
• Mentorship & Influence: Contributes to a positive team culture and supports continuous improvement.

As a CSS, you lead by example and live our values every day:

• Devoted to Our Customers
• Dedicated to Health & Safety
• Committed to Inclusion & Diversity
• Driven to Excellence
• Trustworthy & Reliable
• Community Focused

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!