Residential Retention Specialist (Remote in Phoenix)

Waste Management, Inc. (WM); Oregon; Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Stock Purchase Plan

401K with Company match

Paid Vacation, Holidays, and Personal/

Days

Job summary

Waste Management, Inc. (WM) is seeking an Inside Sales professional who responds promptly to customer sales and cancellation requests, aiming to maximize revenue and minimize rate rollbacks.

The role emphasizes education on contract details, negotiation, and securing updated agreements, with a focus on retention within the WM customer base. The position is remote, but candidates must reside within 50 minutes of the Phoenix office and be prepared to support local needs as required.

Qualifications

• Must live and work in the U.S.A.
• One year of consumer-based industry sales experience (retention focus)
• Nine months of proven success in a role with customer interaction

Responsibilities

• Sells, saves, and secures customer contracts via inbound/outbound calls.
• Educates customers on contract terms and pricing.
• Negotiates to reduce cancellations and protect revenue.
• Utilizes consultative selling to grow revenue with WM customers.
• Maintains high customer satisfaction and retention goals.

Skills

Build Relationships

Communicate With Impact

Professionalism

Decision Making

Strategic Thinking

Computer Proficiency

Produce Results

Know the Business

Influence and Negotiate

Time Management

Ethical Practices

Education

High school diploma or GED

Tools

CRM software

Pricing tools

Proposal programs

Genesys

Green Pages

Job description

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.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

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.

Supervisory Responsibilities

This job has no supervisory duties.

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the U.S.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.

Other Knowledge, Skills or Abilities Required

General Competencies Include:

• 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 Negotiate
• Manage Work/Time
• Use Ethical Practices

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.

About WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity For United States

WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

Equal Employment Opportunity For Canada

WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

What is the value of a WM job?

At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.

We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.