Franchise Account Representative - Public Sector

Waste Management, Inc.•Los Angeles, CA

6h•$70,304 - $82,340•Hybrid

About The Position

This role is responsible for managing a large portfolio of franchise accounts within the City of Los Angeles area, with a strong focus on public sector compliance and waste diversion efforts. Using a consultative, client management approach, the position partners closely with customers to ensure proper service setup, right-sizing, and adherence to franchise requirements. The role requires building strong relationships, providing guidance on recycling and diversion programs (including RecycLA), and ensuring customers are operating in compliance with city contracts. Key responsibilities include conducting site assessments and waste audits, recommending service adjustments, managing account data, resolving escalations, and ensuring timely follow-up on customer needs. This position serves as a liaison between customers and internal teams, handling account setup and contract changes directly while advocating for customer needs.

Requirements

Bachelor's Degree (accredited) or in lieu of degree High School Diploma GED (accredited) and 1 year of sales experience
1 year relevant work experience in sales or account management resulting in successfully obtaining customer appointments
Current active state issued driver’s license

Nice To Haves

Strong time management
Attention to detail
Experience in public sector or municipal contracts
Ability to build rapport
Ability to navigate compliance requirements
Ability to support customers in meeting diversion goals

Responsibilities

Uses a consultative approach, conducts regular site surveys and may work with Waste Assessors to determine trash, organics, manure and recycling service levels while providing franchise-compliant recommendations on waste diversion strategy, waste management and recycling services, size and location of bins, and collection frequency.
Actively manages customer relationships and expectations by introducing and explaining services and the fee rate structure of the franchise contract to customers while regularly assisting them with their waste diversion goal-setting and decision-making processes, adding and arranging new services as needed, conducting on-site customer training programs, and resolving issues and objections during site visits.
Intercedes on behalf of customers with other WM departments, such as but not limited to Billing, Customer Service, Operations and Dispatch to ensure excellent customer service.
Possesses extensive knowledge and understanding of contract obligations, included but not limited to pricing, diversion, reporting and operations as well as the rate structure of the franchise contract to assist customers with the decision-making process and ensure WM has captured all potential fees per the contract agreement.
Educates customers and their employees on the importance of recycling, food rescue and resource recovery as well as all City, State, and Federal mandates, and works with customers to implement services, increase recycling and reduce contamination.
Identifies potential organizations and partners involved with food rescue and resource recovery.
Cultivates and improves community partnerships by attending and participating in public events, organizational meetings and other programs on behalf of the company.
Maintains assigned customer base of major accounts specified by WM based on complexity, size of portfolio, revenue, etc. by building a rapport and continuous communication with customer(s) to ensure understanding and addressing customer(s) necessities as needed.
Other duties as assigned.