Commercial Service Representative

Casella Waste Systems•Montpelier, VT

About The Position

The Commercial Service Representative provides one-stop service and solutions to new and existing customers by determining service requests, resolving service issues, creating solutions, and closing the sale ensuring a first-class transaction. This role involves engaging with customers to assess support needs, providing products and services, and promoting new offerings. The representative will maintain customer and sales information in CRM and Case Management systems, troubleshoot issues, track sales activities, and generate new business opportunities and customer retention activities. They will also act as the primary point of contact for inquiries from the Customer Care Center (CCC) for small commercial dumpster and temporary Roll-Off services, ensuring timely service delivery and connecting customers with the appropriate sales team for follow-up. The role includes developing a prospective sales pipeline, managing service agreements, contract dates, and pricing strategies, and creating customer retention materials. Additionally, the representative will analyze customer data to identify new sales and retention opportunities, develop analytical reports to track various business metrics, and create customer satisfaction surveys to gather feedback for service improvements and business growth. Participation in training and other learning opportunities is expected to expand knowledge of the company, products, sales, and services.

Requirements

High School diploma or GED
2-4 years of business experience with increasing responsibilities
A valid driver’s license
Demonstrated ability to work in a collaborative environment
Outstanding interpersonal relationship management skills
Demonstrated sales ability
Successful track record
Ability to develop and manage business opportunities
Excellent verbal, written analytical and formal presentation skills
Demonstrated proficiency with Microsoft Office and related software

Nice To Haves

Bachelor’s degree in a related field
Relevant sales certifications
1-2 years of “business to business” sales experience
Experience or interest in an environmental and/or sustainability field
Working knowledge of Microsoft Dynamic for CRM or similar software systems

Responsibilities

Engages with customers to assess support needs and provides products and services to fulfill identified customer needs while promoting new or alternative products and services.
Creates and maintains customer and sales information in CRM and Case Management systems to troubleshoot customer issues, gather customer information, track sales activities, create outreach campaigns, and generate new business opportunities and customer retention activities.
Generates market interest and sales as the primary point of contact and resolution for all calls and cases routed from the Customer Care Center (CCC) for small commercial dumpster and temporary Roll-Off inquiries ensuring customers receive products and services in a timely manner and are connected with appropriate divisional sales team for in-person follow-up as needed.
Solicits sales opportunities from customer inquiries generated from the CCC with quick, courteous, and helpful communication strategies to cultivate leads and refer customer to appropriate Outside Sales Representatives (OSR).
Develops prospective sales pipeline allocating prospects and leads to appropriate OSR to increase monthly, quarterly, and annual sales goals.
Manages service agreements, contract dates, and pricing changes and increase strategies for the company at the divisional level within proprietary software systems according to the type of customer account.
Develop and deploy Welcome packets for new customers and Stay packets for existing customers to enhance business retention.
Organizes follow-up meetings between customers and appropriate OSR and creates customized client sales content and service models to assist OSRs in making successful in-person connections and closing sales.
Identifies new sales and retention opportunities with existing customers by creating account queries, analyzing client utilization data, and researching client company information that will create added business value for current customer accounts.
Develops and implements analytical data reports to track inventory, customer utilization, service fulfillment, overdue service requirements, and billing or rate discrepancies to manage business needs, generate sales opportunities or service improvements, and increase overall customer satisfaction.
Develops customer satisfaction surveys and other methods of service feedback and analyzes data gathered to interpret new business and retention opportunities for the division.
Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.