Supervisor, Inside Retention - South Atlantic

Waste Management, Inc. (WM)•Tupelo, MS

2d•Onsite

About The Position

Supervises the South Atlantic Area Retention Desk, which consists of 18 Account Associates who handle inbound cancellation request calls. The role involves managing the South Atlantic Area's account retention program and assigning retention responsibilities to the appropriate Account Associate. The candidate will work in the office daily.

Requirements

Proven sales management / supervisory experience.
Previous experience supervising a team of inside representatives who are retaining small and medium sized business customers.
Bachelor's Degree Sales/Marketing, Business Administration or similar area of study
5 years in Sales/Marketing, Business Administration or similar area

Nice To Haves

Internal applicants should have demonstrated leadership qualities on their current team in order to be considered.

Responsibilities

Work with South Atlantic leadership to establish and/or refine cancellation processes, including Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Area’s, and Tracking and reporting procedures.
Establish and/or refine Coaching and Training Protocol using RESPOND training as a basis, including Daily, Weekly, and Monthly training regiments for individual representatives as well as the team. Coaching should consist of desk side activity as well as remote listening and performance measurement.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generates revenue by retaining existing customers and executing the Area’s Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services, and maintaining profitability on retained accounts.
Maintains and reinforces the corporate sales strategy and design with the Retention Team.
Handle any escalated customer calls, including when a customer requests to speak with a Supervisor or any other customer call.
Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Inside Sales Manager to help resolve unique customer issues/concerns.
Supervises activities of the Account Associate retention department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of an Account Associate.
Forecasts and recruits qualified candidates for available and/or upgraded retention positions.
Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
Works with the Inside Sales Manager to communicate and effectively manage the South Atlantic Area’s price increase strategies including meeting price increase goals.
Effectively maintains and ensures the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Account Associate Team is well trained in the use of these tools.
Analyze lost business trends and recommends corrective actions.
Provides industry knowledge and interpretation of regulations to customers.
Participates in and takes ownership of municipal account retention when and if required.
Regularly meets with customer executives to ensure client needs are met and expectations exceeded.