Supervisor, Inside Retention - Florida

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

5h•Onsite

About The Position

Supervises the Florida Retention Desk. The Retention Desk consists of 11 Account Associates that take inbound cancellation request call activity. Manage the Florida Area's account retention program and assign retention responsibility to the appropriate Account Associate.

Requirements

Bachelor's Degree Sales/Marketing, Business Administration or similar area of study
5 years in Sales/Marketing, Business Administration or similar area
proven sales management / supervisory experience
previous experience supervising a team of inside representatives who are retaining small and medium sized business customers
candidates should be able to commute to 499 South Gloster, Ste B2 – Tupelo, MS 38801

Nice To Haves

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

Responsibilities

Work with Florida leadership to establish and or refine cancellation processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Area’s. Tracking and reporting procedures, etc...
Establish and or refine Coaching and Training Protocol using RESPOND training as basis. This would include: 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. These calls may include when a customer requests to speak with a Supervisor or with 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 Florida 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.