Residential Retention Specialist (Remote in Phoenix)

Waste Management, Inc. (WM)•Phoenix, AZ

11d•$20 - $21•Remote

About The Position

The Residential Retention Specialist responds the same day to controllable and uncontrollable customer sales and cancellation requests assigned to the Inside Sales Channel. The role develops and implements sales and retention strategies, using effective selling and negotiation skills to maximize revenue, minimize cancellations and price rollbacks, and secure updated customer contract agreements. This is a remote position, but the employee must reside within 50 minutes of the Phoenix office based on business need. The employee must live and work in the U.S. The normal work setting is home/remote, with business or business-casual attire. This role has no supervisory duties.

Requirements

High school diploma or GED (accredited) and one year of relevant work experience.
One year of consumer-based industry sales experience, including customer retention experience, in addition to the education requirement.
Must live and work in the U.S.
Internal candidates must have nine months of proven success in a position involving customer interaction.
Competencies include building relationships, communicating with impact, demonstrating professionalism, making sound decisions, thinking strategically, proficiency with computers and software applications, producing results, knowing the business, influencing and negotiating, managing work and time, and using ethical practices.
Must have or be willing to obtain a REAL ID or TSA-approved alternative if required to travel by air for business or access federal property.

Responsibilities

Handle customer sales and cancellation requests, educate existing customers about contract details, and obtain customer contract commitments using telephone-based negotiation practices.
Resolve customer service escalations within the defined territory.
Generate revenue growth through consultative selling to acquire and retain current WM customers.
Maintain customer satisfaction and meet sales and retention goals; communicate and work with the Market Area Sales Manager to resolve unique customer issues.
Reduce lost accounts by diffusing cancellation requests.
Increase revenue and profitability by executing sales and retention plans that improve customer service and/or profitability while minimizing price rollbacks.
Match WM services to customer needs by demonstrating knowledge of customers, pricing, and competition; communicate pricing and service strategies; identify other WM business opportunities and refer them internally as appropriate.
Use WM sales productivity software tools, including Prospect and Customer Database, Proposal Program, Pricing Tools, Genesys, and Green Pages.
Develop industry and company knowledge to prepare complex proposals and recommend equipment optimization and leasing options.
Propose customer solutions that comply with applicable local, state, and federal regulations.
Update and secure customer service agreements.