Sales Retention Account Associate - Lewisville, TX

Waste Management, Inc. (WM)•Lewisville, TX

47d•Hybrid

About The Position

This position will focus on customer retention, splitting time between inbound and outbound calls to resolve issues and secure updated service level agreements. The role involves utilizing new technology, learning negotiation techniques to "Save, secure, and convert" customers considering cancellation, and upselling/closing new business when opportunities arise. The Account Associate I (AA) is a key point of contact for WM's Small/Medium business customers, working within a team-based queue to retain and grow the team's book of business. Success is achieved through effective management of inbound calls, proactive customer outreach, sound retention strategies, effective negotiation skills, and alignment with WM's growth objectives.

Requirements

High School Diploma or GED (accredited)
1 year Business-to-business account management, inside sales (phone based sales), and/or customer service experience that includes a sales component

Nice To Haves

Extremely organized
Innate ability to multi-task effectively
Enjoys using the phone
Desire to help people
Customer champion mentality
Willingness to listen to customer needs and find solutions
Ability to secure updated service level agreements
Ability to "Save, secure, and convert" customers
Ability to upsell and close new business
Ability to travel by air for business reasons or service federal property
Willingness to obtain a REAL ID or TSA-approved alternative

Responsibilities

Communicates in a focused and compelling way that drives customers’ thoughts and actions.
Utilizes appropriate change management processes to meet the demands of the sales role.
Controls sales assignments by allocating necessary time to retention and acquisition goals, requirements, and opportunities.
Explores alternatives to reach mutually beneficial sales agreements that gain customers’ acceptance and commitment.
Contributes to individual and shared responsibilities in a team environment.
Navigates through multiple systems, sales tools, and processes ensuring accurate documentation when executing customer interactions.
Uses WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools.)
Analyzes reports as needed and/or handles general administrative duties as appropriate.