Supervisor, Inside Retention - Florida

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

39d•Onsite

About The Position

Supervises the Florida Retention Desk, which consists of 11 Account Associates who handle inbound cancellation request calls. Manages the Florida Area's account retention program and assigns retention responsibilities. The role requires proven sales management/supervisory experience, specifically with a team of inside representatives focused on retaining small and medium-sized business customers. The candidate can expect to work in the office near 100% of the time.

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: 499 South Gloster, Ste B2 – Tupelo, MS 38801.
Must have, or be willing to obtain, a REAL ID or TSA-approved alternative for potential air travel or access to federal property.

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, including call flow, MAS cancellation ticket process, communication protocols between the Cancel Desk and Market Areas, and tracking/reporting procedures.
Establish and/or refine coaching and training protocols using RESPOND training as a basis, including daily, weekly, and monthly training regimens for individuals and the team. Coaching should involve desk-side activity, remote listening, and performance measurement.
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 by sales channel, ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
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 or any other customer call.
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 help 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, along with other defined metrics.
Forecast and recruit qualified candidates for available and/or upgraded retention positions.
Maintain an ongoing training, coaching, and mentoring program to upgrade the skills of assigned retention personnel and develop their 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 effectively manage the Florida Area’s price increase strategies, including meeting price increase goals.
Effectively maintain and ensure the use of WM sales tools (e.g., Record Setter, Proposal Master, MAS, Pricing Tools), ensuring the entire 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 and if required.
Regularly meet with customer executives to ensure client needs are met and expectations exceeded.