[Hiring] Residential Retention Specialist @Waste Management, Inc. (WM)

Role Description

Responds same day to controllable and uncontrollable customer sales and cancellation requests assigned to the Inside Sales Channel. Through the development and implementation of sound sales and retention strategies and the use of effective selling and negotiation skills maximizes revenues and minimizes the impact of cancellation requests and rate rollbacks. Secures updated contract agreements from customers. This position is remote; however, the employee is required to reside within 50 minutes of the Phoenix office based on business need.

Qualifications

• Must live and work in the U.S.
• Education: High school diploma or GED (accredited) and one year of relevant work experience.
• Experience: One (1) year of consumer-based industry sales, with experience in customer retention (in addition to education requirement).
• Internal requirements include nine (9) months of proven success in a position involving customer interaction.
• General Competencies Include:
  • Build Relationships
  • Communicate With Impact
  • Demonstrate Professionalism
  • Make Sound Decisions
  • Think Strategically
  • Proficient with Computer and Software Applications
  • Produce Results
  • Know the Business
  • Influence and Negotiate
  • Manage Work/Time
  • Use Ethical Practices

Requirements

• Sells and saves, secures, and converts by handling all customer sales and 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 within the defined territory.
• Generates revenue growth by utilizing a consultative selling approach.
• Establishes and maintains a high level of customer satisfaction.
• Communicates to and works with the Market Area Sales Manager to support and resolve unique customer issues.
• Reduces lost accounts by diffusing cancellation requests.
• Increases revenue and profitability by executing sound plans on sales and retention calls.
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing, and competition.
• Effectively uses WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, Genesys, Green Pages, etc.).
• Acquires in-depth industry and company knowledge to prepare complex proposals.
• Proposes customer solutions that are compliant with appropriate local, state, and federal regulations.
• Updates and secures customer service agreements.

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.
• Note: Benefits may vary by site.