Residential Retention Specialist
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Job Description
Residential retention specialist handling sales, cancellations, and contract renewals for WM, North America's environmental services provider. Working remotely near Phoenix to retain customers and grow revenue.
Responsibilities:
- Respond to same-day customer sales and cancellation requests assigned to the Inside Sales Channel
- Develop and implement sales and retention strategies to maximize revenue and minimize cancellations and rate rollbacks
- Secure updated customer contract agreements and commitments
- Resolve customer service escalations within the defined territory
- Acquire and retain current WM customers through consultative selling
- Meet customer sales and retention goals and support the Market Area Sales Manager with unique customer issues
- Diffuse cancellation requests to reduce lost accounts
- Execute sales and retention call plans to improve service and profitability while minimizing price rollbacks
- Match WM services to customer needs and communicate pricing and service strategies
- Use WM sales productivity software tools, including Prospect and Customer Database, Proposal Program, Pricing Tools, Genesys, and Green Pages
- Prepare complex proposals and recommend equipment optimization and leasing options
- Propose solutions compliant with local, state, and federal regulations
- Update and secure customer service agreements
Requirements:
- Must live and work in the U.S.
- High school diploma or GED (accredited)
- One year of relevant work experience
- One year of consumer-based industry sales experience
- Experience in customer retention
- Internal requirement: nine months of proven success in a position involving customer interaction
- Proficiency with computer and software applications
- Ability to build relationships, communicate with impact, demonstrate professionalism, make sound decisions, think strategically, produce results, know the business, influence and negotiate, manage work/time, and use ethical practices
Benefits:
- Incentive pay eligibility
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Stock Purchase Plan
- Company match on 401(k)
- Paid vacation
- Paid holidays
- Paid personal days
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