Waste Management is an equal opportunity / affirmative action employer (M/F/H/V).
Other Possible Location:Job Schedule:
Job Shift: Standard Business Hours
Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Inside Sales Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. Coordinates and supports flip process to Outside Save Specialist or Account Manager to assure optimal customer retention.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Saves, secures, and converts by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining 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 in the retention of current Waste Management customers.
Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals. Communicates to and works with the Retention Manager to resolve unique customer issues.
Reduces lost accounts by diffusing cancellation requests and providing immediate flip on accounts unable to be saved over the phone.
Increases revenue and profitability by executing sound plans on retention calls to improve the customers? service and/or profitability while minimizing price rollbacks.
Matches Waste Management services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate.
Effectively uses Waste Management sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.).
Acquires in depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options.
Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
Updates and secures customer service agreements.
This job has no supervisory duties.
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: High school diploma or GED equivalent plus 1-year non-consumer based industry sales. Internal requirements include 9-months proven success in a position involving customer interaction.
Preferred: 2 years of college coursework plus 2-year non-consumer based industrial sales, commercial sales, or service industry environment that includes: successfully converting customer cancellation requests in order to maintain revenue levels, and/or complex negotiations resulting in signed customer contracts.
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required \
General Competencies Include:
Communicate With Impact
Make Sound Decisions
Proficient with Computer and Software Applications
Know the Business
Influence and Negotiate
Use Ethical Practices
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as Stock Purchase Plan, Company match on 401k plan, and more! Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click, "Apply Now."
Waste Management is the leading provider of comprehensive waste management and environmental services in North America. We are also a...