Sales Support Specialist I (SS) acts as a liaison between the company and its customers including communication throughout the sales process, pickup process, service process and billing process by providing information as requested by the customer and resolving their request with accuracy and efficiency. The SS will also manage customer service requests, complete invoice reviews, enter off-rent requests and work with specialist groups as necessary to resolve customer issues. The SS agent will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in WillScot Mobile Mini Core Values of: driven to excellence, inclusion, and diversity, devoted to our customers, health and safety, trustworthy and reliable, and community focused. This position is part of the customer success team, which is responsible for inbound and outbound transactional customer contact.

Support:

• Serve as the point of contact for customer transactions to include but not limited to:
  • Briefly educate caller with product knowledge including limited basic discovery questions to determine needs
  • Gather caller needs for storage/office solution and create an opportunity in Salesforce and quickly move opportunity to a sales associate for immediate follow up.
  • Hand off request for quote(s) or completed order to appropriate sales team member and branch for final follow up and delivery expectations
  • Requesting manual invoices for PO requests
  • processing credit card payments or checks in Salesforce for new orders and/invoices/down payments
  • Initiate unit pickup, communicate pickup date by following pickup script and educating caller on estimated ETA for final removal
  • Initial unit service or relocation needs by following system requirements and follow up as needed after communication with dispatch
  • Proactively contacting to customers with ETA's on pickups and service if requested by dispatch
• Provide quality customer service to include:
  • Managing service by resolving issues over the phone, creating service tasks, communicating with customer when service has been scheduled
  • Providing general customer support, including but not limited to: receive and resolve incoming calls, proactively call customers with schedules and ETA's; waive late fees; issue credits on invoices within posted guidelines and process payments for customers when requested
  • CHAT answer CHAT promptly and professionally. Move RFQ CHATs to RESERVE NOW
  • Manage inbound emails forwarded by Sales and Branch for customer resolution on any billing/service request and keep the sender updated with resolution
  • Manage special projects by creating billing spreadsheets and manual invoices and statements when necessary
  • Interact with branch personnel daily
  • Educate customers on Portal access and features/reset passwords/ create users as necessary
  • Ensure Habitat stores and gift in kind requests are directed to the correct individuals for processing
• 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.

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.

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. Flexible hours are a must to cover all time zones
• 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.

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