[Hiring] Save Specialist, Residential Team Lead @Waste Management, Inc. (WM)

Role Description

Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Residential Subscription Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation requests and rate rollbacks. Secures updated contract agreements from customers. Support immediate supervisor or manager by performing additional duties associated with supporting, training and coaching others within the group and helping coordinate the flow of work to meet department objectives.

• Saves, secures, and converts by handling all customer cancellation requests.
• Provides ongoing education of contract details to existing customers.
• Obtains customer contract commitments using sound telephone-based negotiation practices.
• Resolves escalations for customer service.
• Establishes and maintains a high level of customer satisfaction, including meeting customer retention goals.
• Reduces lost accounts by diffusing cancellation requests and handling escalated customer calls.
• Retains revenue and profitability by executing sound plans on retention calls.
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing, and competition.
• Effectively uses WM sales productivity software tools and systems (i.e., MAS, save matrix, etc.).
• Proposes customer solutions compliant with local, state, and federal regulations.
• Updates and secures customer service agreements.
• Coaches and trains Residential Save Specialists in the group.
• Helps identify development opportunities for individuals in the group.
• Documents individual performance in the Sales Coaching Log.
• Monitors the retention queue to ensure agent availability and wrap time.
• Trains all members of the department on the use of digital tools.
• Other duties as assigned.

Qualifications

• Must live and work in the US.
• Education: High school diploma or GED (accredited).
• Experience: One year of experience in account retention/management (in addition to education requirement).
• Certificates, Licenses, Registrations or Other Requirements: None required.
• General Competencies Include:
• Build Relationships
• Communicate With Impact
• Demonstrate Professionalism
• Make Sound Decisions
• Excellent organizational and problem-solving skills
• Think Strategically
• Proficient with Computer and Software Applications
• Navigation of computer applications while managing live calls with customers.
• Produce Results
• Know the Business
• Influence and Negotiate
• Manage Work/Time
• Use Ethical Practices

Requirements

• Normal setting for this job is: remote setting.
• The expected pay for this position across the U.S. is $21.15 - $26.44.
• This range represents a good faith estimate for this position.
• The specific salary offered may be influenced by various factors including relevant experience, education, training, certifications, qualifications, and work location.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Benefits may vary by site.