Supervisor, Inside Retention - Tupelo, MS

WM•Tupelo, MS

9d•Onsite

About The Position

This role is for a Supervisor of Inside Retention, specifically managing a team of 11 Account Associates who handle inbound cancellation requests. The position involves managing the area's account retention program, assigning retention responsibilities, and working with leadership to refine cancellation processes, coaching, and training protocols. The goal is to generate revenue by retaining existing customers, achieving revenue goals, and ensuring profitability. The supervisor will also handle escalated customer calls, maintain high customer satisfaction, and supervise the activities of the Account Associate retention department, ensuring team members meet or exceed various performance metrics. Additionally, the role includes forecasting, recruiting, maintaining a training and mentoring program, managing proactive account retention, communicating price increase strategies, ensuring the use of sales tools, analyzing lost business trends, and participating in municipal account retention when required.

Requirements

Bachelor's Degree in 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.
Ability 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

Supervises the Retention Desk, which consists of 11 Account Associates that take inbound cancellation request call activity.
Manages the Area's account retention program and assigns retention responsibility to the appropriate Account Associate.
Works with 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.
Establishes and/or refines 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.
Assists 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.
Handles escalated customer calls, including 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 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.
Analyzes 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.