We are currently seeking an Account Retention Representative to be responsible for retaining customers that are ‘at risk’, have been identified as potential lost business, or have requested cancellation of service with Stericycle. This position supports cancellation/downgrade requests for individual accounts, “group” accounts or multi location customers that are classified as SQG (small quantity generator). Team members will attempt to determine customers’ needs/requirements and negotiate an appropriate resolution by right sizing, re-pricing, and/or resolving service quality issues.
Essential Duties & Responsibilities:
Re-negotiate contracts in an effort to retain customer business, when necessary. Mediate customer’s requests while still maintaining a profitable level of revenue and leveraging higher level service programs.
Utilize ‘Value Based Sales Skills’ to uncover client’s existing service issues and needs, explain contract obligations if any (i.e. liquidated damages), provide alternatives for consideration (i.e. SteriSafe program, fewer pick-ups, different SteriSafe level, alternative pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.
Receive calls transferred from customer service for existing sites inquiring about canceling/downgrading their service. Answer inbound telephone calls within prescribed service level expectations, (i.e. average speed of answer) and utilize effective sales skills to attain a minimum 100% of assigned revenue.
Proactively contact customers who have been identified as “at risk” for cancelling services using approved sales tactics and strategies to retain potential lost business.
Process Lost Business Forms (LBF) for customers that the company is unable to recover, and perform other necessary record keeping activities (e.g., Credits, Agreements or Escalations). Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilizing the tools and technology provided
Effectively meet assigned performance factors (key expectations) within assigned parameters including speed of answer, abandonment rate, sales cycle/pipeline management, program level mix and close ratio. Track details of lost opportunities to improve close ratios.
Effectively utilize technology based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking. Keep comprehensive and accurate notes in the system.
Provide tracking data to the SQ sales organization to assist in developing policies and programs to help drive customer retention. Identify lost business trends when possible and provide management with updates.
Work with cross functional team members including transportation, billing, collections, sales, and customer experience departments to assist in providing satisfactory solutions from the customer perspective in order to retain business.
Perform other miscellaneous and related duties as required or requested.
Education equivalent to Bachelor’s Degree in sales or marketing preferred, demonstrating good knowledge of business processes and order entry systems. Or Bachelor’s degree in other related field, with previous sales and/or marketing experience. Or two or more years of telesales experience, or the equivalent in related work experience, demonstrating the ability to manage and develop existing and prospective accounts. Must have experience with customer relations and support as well as exhibit leadership abilities.
Demonstrates general knowledge of Microsoft Word, Excel and Outlook as well as experience with a technology based Customer Relationship Management (CRM) tool is a plus.
Demonstrates the desire and ability to learn company billing/customer database software in addition to learning the features of all company services and products and different levels of account options.
Demonstrating a general knowledge of OSHA Regulations desirable.
Stericycle, Inc. is engaged in the management of regulated waste and providing an array of related services. The Company operates in the...