Save Specialist, Residential Team Lead

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

4h•$21 - $26•Remote

About The Position

Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Residential Subscription Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. Support immediate supervisor or manager by performing additional duties associated with supporting, training and coaching others within the group and helping coordinate the flow of work to meet department objectives.

Requirements

High school diploma or GED (accredited).
One year of experience in account retention/management (in addition to education requirement).
Must live and work in the US.
Build Relationships
Communicate With Impact
Demonstrate Professionalism
Make Sound Decisions
Excellent organizational and problem solving skills
Think Strategically
Proficient with Computer and Software Applications
Navigation of computer applications while managing live calls with customers.
Produce Results
Know the Business
Influence and Negotiate
Manage Work/Time
Use Ethical Practices

Responsibilities

Saves, secures, and converts' by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone based negotiation practices.
Resolves escalations for customer service.
Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals.
Reduces lost accounts by diffusing cancellation requests and handles escalated customer calls.
Retains revenue and profitability by executing sound plans on retention calls to improve the customers' service and/or profitability while minimizing price rollbacks.
Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate.
Effectively uses WM sales productivity software tools and systems (i.e. MAS, save matrix, etc.).
Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
Updates and secures customer service agreements.
Coaches and trains Residential Save Specialists in the group to help them and the group meet defined objectives. Helps identify development opportunities for individuals in the group and ensures adherence to the RESPOND methodology. Documents individual performance in the Sales Coaching Log.
Monitors the retention queue to ensure agent availability and wrap time.
Trains all members of the department on the use digital tools such as MAS, residential save matrix and others as required.
Other duties as assigned.