Franchise Account Representative

Waste Management, Inc. (WM)•Los Angeles, CA

1h•$70,304 - $82,340•Hybrid

About The Position

The Franchise Account Representative manages a large portfolio of franchise accounts in the City of Los Angeles area, focusing on public-sector compliance and waste diversion. Using a consultative customer-management approach, the representative partners with customers to set up appropriate services, right-size waste collection, and ensure compliance with franchise requirements. The role builds customer relationships, explains recycling and diversion programs including RecycLA, and supports customers in meeting their waste-diversion goals and operating in accordance with city contracts. The position serves as a liaison between customers and internal departments. It handles account setup and contract changes, advocates for customer needs, manages escalations, and follows up on service requests. The role primarily operates in the field, with some time in a professional office environment.

Requirements

Bachelor's Degree (accredited), or a High School Diploma/GED (accredited) and one year of sales experience.
One year of relevant sales or account-management work experience resulting in successfully obtaining customer appointments.
Current, active state-issued driver's license.

Nice To Haves

Strong time-management skills and attention to detail.
Experience with public-sector or municipal contracts.
Ability to build rapport, navigate compliance requirements, and support customers in meeting diversion goals.

Responsibilities

Conduct regular site surveys, sometimes with Waste Assessors, to determine trash, organics, manure, and recycling service levels.
Recommend franchise-compliant waste-diversion strategies, waste-management and recycling services, bin sizes and locations, and collection frequencies.
Build and manage customer relationships, explain services and franchise-contract fee structures, and support customers' waste-diversion goal-setting and decisions.
Arrange new services, conduct on-site customer training, and resolve issues and objections during site visits.
Advocate for customers with internal departments, including Billing, Customer Service, Operations, and Dispatch, to ensure excellent customer service.
Apply knowledge of contract obligations, pricing, diversion, reporting, operations, and franchise rate structures to support customer decisions and ensure all applicable contract fees are captured.
Educate customers and their employees about recycling, food rescue, resource recovery, and applicable City, State, and Federal mandates.
Work with customers to implement services, increase recycling, and reduce contamination.
Identify potential organizations and partners involved in food rescue and resource recovery.
Cultivate community partnerships by attending and participating in public events, organizational meetings, and other programs on behalf of the company.
Maintain an assigned portfolio of major accounts through rapport-building and ongoing communication, addressing customer needs.
Perform other duties as assigned.