Residential Retention Specialist
Description I. Job Summary 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 request 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. II. 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. - Sells and Saves, secures, and converts' by handling all customer sales and 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 acquisition and retention of current WM customers. - Establishes and maintains a high level of customer satisfaction. This includes meeting customer sales and retention goals. - 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 to improve the customers' service and/or profitability while minimizing price rollbacks. - Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate. - 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 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. III. Supervisory Responsibilities This job has no supervisory duties. IV.
Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. A. Education and Experience 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