Inside Sales Retention Representative

Rumpke Careers•Columbus, OH

7d•Hybrid

About The Position

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people. When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more. This is your opportunity to make a difference for you and your family. Come join our team! The Inside Sales Retention Representative is responsible for retaining and growing existing customer accounts through proactive customer outreach, effective negotiation, and account management. This position manages save opportunities, renewals, pricing and service changes, and customer issues while balancing customer needs with revenue and margin objectives.

Requirements

Self-motivated and results-oriented with the ability to work independently while contributing to team objectives
Proficiency with CRM systems and the ability to accurately document customer interactions and account activity
Ability to learn and effectively use company systems, processes, pricing tools, and sales resources
Strong negotiation, objection-handling, problem-solving, and de-escalation skills
Ability to analyze customer account history, pricing, service levels, and profitability to develop effective retention strategies
Ability to understand and calculate pricing, margins, volume, and service configurations
Strong organizational skills with the ability to manage a high volume of customer interactions and competing priorities
Strong verbal and written communication skills with the ability to communicate effectively with a wide range of customers
2 years prior inside sales, account management, customer retention, or related sales experience strongly preferred or demonstrated success in an inbound sales or new business role
Rarely lifting/carrying a max of 10 lbs
Continuously sitting
Rarely standing/walking
Ability to travel between offices, as required
Legally eligible to work in the United States
Valid driver’s license (if applicable)
Must successfully complete pre-employment testing
Must be able to read and speak the English language

Responsibilities

Manage inbound and outbound retention opportunities, including cancellation requests and at-risk accounts
Proactively contact existing customers to identify retention and revenue growth opportunities
Negotiate pricing and service changes while protecting revenue and margin
Manage account increases, decreases, renewals, and other changes for assigned existing accounts
Resolve pricing, service, PI, and other customer issues promptly and professionally
Process qualifying renewals and 1085s in accordance with company pricing and margin requirements
Handle escalated accounts and customer retention opportunities as assigned
Analyze account history, pricing, service levels, and profitability to develop appropriate retention solutions
Accurately document all customer interactions, saves, renewals, and account activity in CRM
Monitor customer losses and retention performance against established goals
Meet established retention, revenue, margin, productivity, and customer service expectations
Collaborate with Sales, Operations, and Customer Service to resolve issues and support customer retention
Maintain assigned schedules and department service-level expectations
Perform other duties as assigned