Associate Account Manager Team Lead

Republic Services

3d

About The Position

POSITION SUMMARY: With general direction from the Supervisor or Area Retention Manager, the Associate Account Manager Team Lead (The Team Lead) utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective delivery and/or resolution of customer retention activities. In addition to maintaining existing book of business and exceeding AAM daily duties and expectations, The Team Lead supports in onboarding newly hired Associate Account Managers and may offer guidance on challenging customers/processes for other team members. The Team Lead handles urgent customer related concerns within the team and provides back-up support throughout their area team. PRINCIPLE RESPONSIBILITIES: Prepares agendas and/or actively participates in weekly planning meetings, team huddles, reinforcement trainings, weekly meetings with their Supervisor and skip level meetings with Area Retention Manager. Support Supervisor with escalation requests, case management, and other business management requirements for open books of business/new hires Support Supervisor with new hire onboarding and mentorship Provides shadowing to prospective internal candidates Participates in focus groups for AAM Feedback for the Team Fulfills daily/weekly/monthly AAM expectations with existing book of business, as outlined Performs contractual re-signs on existing customers to extend customer relationship and increase customer profitability where appropriate. Responds to all cancellation requests in alignment with the established escalation policy. Proactively communicates with or responds to customers in support of company pricing initiatives. Utilizes Salesforce on a daily basis, schedules and documents all activities such as calls, meetings and proposals. Responsible for capturing customer emails, minimizing rate restrictions and customer credits. Increases customer penetration by selling full suite of Republic Services products. Regularly meets with Supervisor to review weekly customer retention and relationship activities, progress versus goals and status of key customer relationships Performs other job-related duties as assigned.

Requirements

• High school diploma or G.E.D. (Required)
• Minimum of 1 year of customer service experience. (Required)

Nice To Haves

• Waste or transportation industry experience.

Responsibilities

• Prepares agendas and/or actively participates in weekly planning meetings, team huddles, reinforcement trainings, weekly meetings with their Supervisor and skip level meetings with Area Retention Manager.
• Support Supervisor with escalation requests, case management, and other business management requirements for open books of business/new hires
• Support Supervisor with new hire onboarding and mentorship
• Provides shadowing to prospective internal candidates
• Participates in focus groups for AAM Feedback for the Team
• Fulfills daily/weekly/monthly AAM expectations with existing book of business, as outlined
• Performs contractual re-signs on existing customers to extend customer relationship and increase customer profitability where appropriate.
• Responds to all cancellation requests in alignment with the established escalation policy.
• Proactively communicates with or responds to customers in support of company pricing initiatives.
• Utilizes Salesforce on a daily basis, schedules and documents all activities such as calls, meetings and proposals.
• Responsible for capturing customer emails, minimizing rate restrictions and customer credits.
• Increases customer penetration by selling full suite of Republic Services products.
• Regularly meets with Supervisor to review weekly customer retention and relationship activities, progress versus goals and status of key customer relationships
• Performs other job-related duties as assigned.

Benefits

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits

What This Job Offers

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