Sales Retention Account Associate - Mid-South

Waste Management, Inc. (WM)•Franklin, TN

74d•Hybrid

About The Position

This is a hybrid position where the employee will work Tuesdays, Wednesdays, and Thursdays in the office in Franklin, TN, and Mondays and Fridays from home. The work schedule is Monday-Friday, either 7am-4pm or 8am-5pm CST. The role involves becoming a retention expert and also selling. The employee will split time between inbound and outbound calls with customers to resolve issues and secure updated service level agreements, using new technology. The role will teach effective negotiation techniques to "Save, secure, and convert" customers who wish to cancel contracts, while also upselling and closing new business opportunities. The Account Associate I (AA) serves as a key point of contact for WM's Small/Medium business customers, focusing on retaining and growing the team's book of business through effective management of inbound calls and proactive customer outreach. The AA maintains net positive business performance by preventing cancellations and securing updated contract agreements, utilizing 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
Enjoys talking with people and helping them
Customer champion mentality
Willingness to listen to customer needs and find solutions
Ability to work from home and in the office

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.