Account Associate I, Retention

Waste Management, Inc. (WM) • Franklin, TN

6h • Hybrid

About The Position

Put your customer retention skills to work in the Fortune 250! If you're an Inside Sales professional and you're looking for a new challenge that will push you to the next level, look no further. WM is the industry leader and making the world a GREENER place, every day. Apply online now!
Work Situation
This is a hybrid position. The work schedule will be Tues/Wed/Thurs in-office in Franklin, TN. Mondays and Fridays will be work from home days. Candidates need to be within commuting distance of Franklin, TN. The work schedule is Mon-Fri, either 7am-4pm or 8am-5pm CST.
Quick Snapshot
In this position, you will become a retention expert, but you will also sell! You’ll split your time between inbound and outbound calls with our customer base to resolve issues and secure updated service level agreements, utilizing new technology to facilitate the outreach process. You will learn effective negotiation techniques that will enable you to “Save, secure, and convert” customers who want to cancel their contracts with us, while also upselling and closing new business when the opportunity arises.
About You (The Ideal Candidate)
You are extremely organized and have an innate ability to multi-task effectively. You love using the phone. You love to not only talk with people but want to truly help them. We’re looking for a customer champion - someone who wants to listen to their needs and find ways that we can continue to service them better than anyone else in the industry.
Job Summary
The Account Associate I (IAM - TEAM) generates shareholder value by using a consultative retention based selling approach for Small/Medium commercial WM customers as part of a team-based queue. The IAM - TEAM manages existing business relationships focused on achieving budgeted retention goals by developing and implementing sound retention strategies, utilizing strong negotiation efforts to preserve business, and securing and updating contract agreements from WM customers as well as growing revenues from existing customers. The role of the IAM - TEAM is to maintain a net positive business performance in the commercial space through proactive outreach, account retention and revenue protection efforts to maintain a mutually beneficial alignment between the customer and WM’s growth goals.

Requirements

• Education: High School Diploma or GED (accredited).
• Experience: One (1) year of business-to-business account management experience at a proficient level (in addition to education requirement).
• Ability to effectively convert customer cancellation requests into long term relationships.
• Ability to effectively build relationships across a wide variety of business types.
• Ability to multi-task and perform computer duties across multiple screens while on phone with customers addressing issues or concerns in a professional tone and temperament.
• Proficient in time management and in computer skills – Word, Excel, Power Point, etc.
• Positive attitude that enjoys assisting and providing solutions to others.
• High impact communication in written and verbal manner.
• Ability to adapt to change and manage multiple priorities.
• Ability to negotiate effectively.
• Ability to utilize sound business practices.
• Ability to work independently and as part of a team.

Responsibilities

• Serves as the lead point of contact for customer account management matters as part of a team-based queue, establish and maintain a high level of customer satisfaction with internal and external customers, and build and maintain strong, long-lasting customer relationships.
• Aligns WM products and services with customer needs, propose solutions that are compliant with appropriate local, state and federal regulations, and increase account penetration through consultative selling skills.
• Negotiates, updates, and renews customer service agreements to maximize profits by providing ongoing education of contract details and use of strong negotiation skills.
• Resolves challenging customer requests and collaborate with the Inside Sales Manager to resolve all customer escalations or issues.
• Communicate rates, charges and service strategies with conviction as well as understand and effectively use customer incentives and concessions within appropriate profit targets and level of authority.
• Collaborates with sales team to identify and grow opportunities within territory and engage additional WM business opportunities, referring internally as appropriate.
• Use WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools).
• Prepares reports as needed and/or handle general administrative duties as appropriate.

Benefits

• You’ll receive a top-notch benefits package, including Medical, Dental, Vision, Life Insurance and Short and Long Term Disability.
• We have a great Employee Stock Purchase Program (ESPP), a fantastic company match on 401K (4.5% with NO vesting period), generous vacation and sick time, and we’ll also help pay for continuing your education!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED