Account Associate I

WM; Tupelo (MS); Hybrid; USD 32,000 - 48,000; Full time

Benefits offered by this job

Medical

Dental & Vision

Life Insurance

Disability

ESPP

401K match 4.5%

PTO & sick leave

Education assistance

Job summary

WM in Tupelo, MS is seeking an Account Associate I to join a hybrid team serving Small/Medium business customers. You’ll manage inbound and outbound calls, focus on retention, and secure updated contract agreements while identifying upsell opportunities.

In this role you’ll use CRM and pricing tools, work in a fast-paced queue, and collaborate with teammates to meet retention and growth goals. Training lasts six weeks with initial in-office attendance five days a week.

Qualifications

• High school diploma or GED required.
• 1 year B2B account management, inside sales or customer service with sales component preferred.

Responsibilities

• Retain and grow WM's Small/Medium business customers through inbound/outbound calls.
• Manage contracts and negotiate renewals to prevent cancellations and secure updated agreements.
• Collaborate with team to meet retention and growth objectives.

Skills

Phone-based sales

Customer service

Negotiation

Multitasking

Education

High School Diploma or GED

Tools

Salesforce

Pricing Tools

Job description

Work Situation

This position follows a hybrid work schedule, with remote work available on Mondays and Fridays and in-office attendance required on Tuesdays, Wednesdays, and Thursdays.

Work Situation

This position follows a hybrid work schedule, with remote work available on Mondays and Fridays and in-office attendance required on Tuesdays, Wednesdays, and Thursdays.

During the initial six-week training period, employees are required to report to the office five days per week.

Office Location

499 South Gloster, Suite B2

Tupelo, MS 38801

To be considered, candidates must reside within the local area and be able to commute to the office as required.

Work Schedule

Monday through Friday, 7:00 a.m. to 4:00 p.m.

Quick Snapshot

In this position, you will become a retention expert! You’ll split your time between inbound and outbound calls with our customer base to resolve issues and secure updated service level agreements, utilizing new technology to facilitate the outreach process. You will learn effective negotiation techniques that will enable you to “Save, secure, and convert” customers who want to cancel their contracts with us, while also upselling and closing new business when the opportunity arises.

About You (The Ideal Candidate)

You are extremely organized and have an innate ability to multi-task effectively. You love using the phone. You love to not only talk with people but want to truly help them. We’re looking for a customer champion - someone who wants to listen to their needs and find ways that we can continue to service them better than anyone else in the industry.

Job Summary

The Account Associate I (AA) serves as a key point of contact for WM's Small/Medium business customers. Operating as part of a team-based queue, the AA focuses on retaining and growing the team's book of business. Through effective management of inbound call requests and proactive customer outreach, the AA maintains a net positive business performance by preventing customer cancellations and securing updated contract agreements. Success in this role is achieved through sound retention strategies, effective negotiation skills, and alignment with WM's growth objectives.

Essential Duties And Responsibilities

• Communicates in a focused and compelling way that drives customers’ thoughts and actions.
• Utilizes appropriate change management processes to meet the demands of the sales role.
• Controls sales assignments by allocating necessary time to retention and acquisition goals, requirements, and opportunities.
• Explores alternatives to reach mutually beneficial sales agreements that gain customers’ acceptance and commitment.
• Contributes to individual and shared responsibilities in a team environment.
• Navigates through multiple systems, sales tools, and processes ensuring accurate documentation when executing customer interactions.
• Uses WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools.)
• Analyzes reports as needed and/or handles general administrative duties as appropriate.

Qualifications

Required Qualifications:

• High School Diploma or GED (accredited)
• 1 year Business-to-business account management, inside sales (phone based sales), and/or customer service experience that includes a sales component

Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Benefits

You’ll receive a top-notch benefits package, including Medical, Dental, Vision, Life Insurance and Short and Long Term Disability. We have a great Employee Stock Purchase Program (ESPP), a fantastic company match on 401K (4.5% with NO vesting period), generous vacation and sick time, and we’ll also help pay for continuing your education!