Supervisor, Inside Retention - South Atlantic

WM•Tupelo, MS

2d•Onsite

About The Position

This role is for a Supervisor of Inside Retention, specifically for the South Atlantic Area. The primary focus is on managing a team of Account Associates who handle inbound cancellation requests from small and medium-sized business customers. The position requires proven sales management and supervisory experience, with a strong emphasis on retaining existing customers and driving revenue growth through additional services and maintaining profitability. The role involves refining cancellation processes, developing training and coaching protocols, and ensuring the team meets retention and revenue goals. The supervisor will also handle escalated customer calls, maintain high customer satisfaction, and work closely with the Inside Sales Manager on sales strategies and price increases. Analysis of lost business trends and participation in municipal account retention are also key responsibilities. The position is 100% in-office, requiring the ability to commute to Tupelo, MS.

Requirements

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

Nice To Haves

Internal applicants should have demonstrated leadership qualities on their current team.

Responsibilities

Supervise the South Atlantic Area Retention Desk, which consists of 18 Account Associates handling inbound cancellation requests.
Manage the South Atlantic Area's account retention program and assign retention responsibility.
Work with South Atlantic leadership to establish and refine cancellation processes, including Call Flow, MAS Cancellation Ticket Process, and communication protocols.
Establish and refine Coaching and Training Protocol using RESPOND training as a basis, including daily, weekly, and monthly training regiments and coaching through desk-side activity and remote listening.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generate revenue by retaining existing customers and executing the Area’s Sales & Marketing Plan to achieve revenue goals.
Maintain and reinforce the corporate sales strategy and design with the Retention Team.
Handle escalated customer calls, including those where a customer requests to speak with a Supervisor.
Establish and maintain a high level of customer satisfaction on all transactions with existing customers.
Communicate with and work with the Inside Sales Manager to resolve unique customer issues/concerns.
Supervise activities of the Account Associate retention department, ensuring team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation, and productivity.
Forecast and recruit qualified candidates for available and/or upgraded retention positions.
Maintain an ongoing training, coaching, and mentoring program to upgrade skills and develop opportunities for promotion.
Establish and maintain an ongoing proactive account retention program, including meeting customer retention goals.
Work with the Inside Sales Manager to communicate and manage the South Atlantic Area’s price increase strategies.
Ensure the use of WM sales tools (Record Setter, Proposal Master, MAS, Pricing Tools, etc.) and that the Account Associate Team is well-trained in their use.
Analyze lost business trends and recommend corrective actions.
Provide industry knowledge and interpretation of regulations to customers.
Participate in and take ownership of municipal account retention when required.
Regularly meet with customer executives to ensure client needs are met and expectations exceeded.