Residential Retention Specialist (Remote in Phoenix)

WM•Phoenix, AZ

12d•Remote

About The Position

The Residential Retention Specialist responds the same day to customer sales and cancellation requests assigned to the Inside Sales Channel. The position uses sales and retention strategies, selling and negotiation skills, and customer education to maximize revenue, minimize cancellations and rate rollbacks, and secure updated customer agreements. The role is remote, but the employee must live within 50 minutes of the Phoenix office based on business need and must live and work in the U.S. The specialist handles customer sales and cancellation requests, resolves service escalations, and uses a consultative approach to acquire and retain customers. The position works to meet sales and retention goals, maintain customer satisfaction, reduce lost accounts, and improve service and profitability while minimizing price rollbacks. The specialist matches company services to customer needs, uses internal sales tools, prepares complex proposals, recommends equipment optimization and leasing options, proposes compliant solutions, and updates and secures customer service agreements. The role has no supervisory duties. The normal work setting is a home office. The expected U.S. base pay range is $20.24 to $21.00 per hour, and the position is eligible for incentive pay. Eligible employees receive a total compensation package that may include medical, dental, vision, life insurance, short-term disability, a stock purchase plan, a company 401(k) match, paid vacation, holidays, and personal days; benefits may vary by site.

Requirements

Must live and work in the United States.
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.
Internal applicants must have nine months of proven success in a position involving customer interaction.
Proficiency with computers and software applications.
Demonstrated abilities in relationship building, impactful communication, professionalism, sound decision-making, strategic thinking, producing results, business knowledge, influence and negotiation, work and time management, and ethical practices.
Must reside within 50 minutes of the Phoenix office based on business need.

Responsibilities

Respond the same day to assigned customer sales and cancellation requests.
Handle customer sales and cancellation requests, educate existing customers about contract details, and obtain customer contract commitments through telephone-based negotiation.
Resolve customer service escalations within the defined territory.
Acquire and retain customers using a consultative selling approach.
Meet customer sales and retention goals while maintaining a high level of customer satisfaction.
Work with the Market Area Sales Manager to support and resolve unique customer issues.
Reduce lost accounts by diffusing cancellation requests.
Improve customer service and profitability while minimizing price rollbacks through effective sales and retention plans.
Match company services to customer needs by applying knowledge of customers, pricing, and competition; communicate pricing and service strategies; and refer customers to other company business opportunities as appropriate.
Use company sales productivity software and 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.