Residential Retention Specialist

WM (Waste Management); United States; Remote; USD 28,000 - 29,000; Full time

Benefits offered by this job

Incentive pay

Job summary

WM (Waste Management) is seeking an Inside Sales professional to respond to customer sales and cancellation requests with a consultative approach from a remote setting near Phoenix. You will educate customers on contract details and secure updated agreements while minimizing cancellations.

The role emphasizes negotiation, relationship-building, and strategic pricing to drive retention. Eligibility includes a high school diploma and 1 year of consumer sales experience, with incentive pay

Qualifications

• Education: High school diploma or GED and one year of relevant work experience.
• One year of consumer-based industry sales experience with retention focus.
• Nine months of proven success in a position involving customer interaction.

Responsibilities

• Responds to customer sales and cancellation requests via Inside Sales channel.
• Use consultative selling to grow revenue and retain customers.
• Explain contract details and negotiate updates with customers.
• Resolve escalations within the territory and maintain high customer satisfaction.
• Defend against price rollbacks and diffusing cancellations to retain accounts.
• Prepare complex proposals and recommend equipment optimization.

Skills

Build Relationships

Communicate with Impact

Strategic Thinking

Negotiation

Customer Focus

Education

High school diploma or GED

Tools

CRM software

Pricing tools

Genesys

Job description

I. Job Summary

Responds same day to controllable and uncontrollable customer sales and cancellation requests assigned to the Inside Sales Channel. Through the development and implementation of sound sales and retention strategies and the use of effective selling and negotiation skills maximizes revenues and minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. This position is remote however the employee is required to reside within 50-minutes of the Phoenix office based on business need.

II. Essential Duties and Responsibilities

• Sells and Saves, secures, and converts' by handling all customer sales and cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone-based negotiation practices.
• Resolves escalations for customer service within the defined territory.
• Generates revenue growth by utilizing a consultative selling approach in the acquisition and retention of current WM customers.
• Establishes and maintains a high level of customer satisfaction. This includes meeting customer sales and retention goals. Communicates to and works with the Market Area Sales Manager to support and resolve unique customer issues.
• Reduces lost accounts by diffusing cancellation requests
• Increases revenue and profitability by executing sound plans on sales and retention calls to improve the customers' service and/or profitability while minimizing price rollbacks.
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other WM business opportunities, referring internally as appropriate.
• Effectively uses WM sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, Genesys, Green Pages etc.).
• Acquires in depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options.
• Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
• Updates and secures customer service agreements.

III. Supervisory Responsibilities

This job has no supervisory duties.

IV. Qualifications

A. Education and Experience

• Education: High school diploma or GED (accredited) and one year of relevant work experience.
• Experience: One (1) year of consumer-based industry sales, with experience in customer retention (in addition to education requirement).
• Internal requirements include nine (9) months of proven success in a position involving customer interaction.

B. Other Knowledge, Skills or Abilities Required

• Build Relationships
• Communicate With Impact
• Demonstrate Professionalism
• Make Sound Decisions
• Think Strategically
• Proficient with Computer and Software Applications
• Produce Results
• Know the Business
• Influence and NegotiateManage Work/Time
• Use Ethical Practices

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is work from home/remote. The attire for this role is business/business casual.

The expected base range for this position across the U.S. is $20.24/hour - $21.00/hour. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.