Residential Retention Specialist (Remote in Phoenix)

WM; Phoenix (AZ); Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Short-Term Disability

Stock Purchase Plan

401K matching

Paid Vacation

Holidays

Personal Days

Job summary

WM is seeking an Inside Sales professional to respond same-day to customer sales and cancellation requests, educate on contract details, and secure commitments using strong telephone-based negotiation. The role is remote, but incumbents must reside within 50 minutes of the Phoenix office.

Responsibilities include handling sales and cancellation requests, reducing lost accounts, and driving revenue growth through consultative selling and effective pricing strategies while maintaining a high level

Qualifications

• Education and Experience: High school diploma or GED and one year of relevant work experience.
• Experience: One year of consumer-based industry sales with experience in customer retention.

Responsibilities

• Sells and saves by handling all customer sales and cancellation requests.
• Resolves escalations for customer service within the defined territory.
• Generates revenue growth via consultative selling for existing WM customers.
• Maintains high customer satisfaction and retention goals.
• Updates and secures customer service agreements.

Skills

Sells and Saves

Negotiation skills

Customer service

Sales prospecting

Relationship building

Education

High school diploma or GED

Tools

Prospect and Customer Database

Proposal Program

Pricing Tools

Genesys

Green Pages

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 maximises 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

• 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.

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

• 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

• Medical


• Dental


• Vision


• Life Insurance


• Short-Term Disability


• Stock Purchase Plan


• Company match on 401K


• Paid Vacation


• Holidays


• Personal Days

Please note that benefits may vary by site.