Retention Sales Specialist

WM; Chicago (IL); Hybrid; USD 31,000 - 36,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Short-term disability

Stock purchase plan

401(k) company match

Paid vacation

Holidays

Personal days

Job summary

WM is seeking a Customer Retention Specialist in Chicago, IL, to work under supervision and protect revenue by retaining at-risk accounts. You will renegotiate contracts, address service issues, and offer value-based solutions while building strong relationships with customers.

You will collaborate across teams to ensure satisfactory outcomes, proactively reach out to at-risk clients, and apply approved credits when appropriate, leveraging CRM to track progress and opportunities.

Qualifications

• 2 years of telesales experience or equivalent work experience.
• Bachelor's Degree in sales or marketing preferred.
• Ability to manage and develop existing and prospective accounts.

Responsibilities

• Re-negotiate contracts to retain customer business while maintaining revenue profitability.
• Utilize Value Based Sales Skills to uncover issues and offer alternatives.
• Manage cases within SLA and achieve revenue targets.
• Coordinate with transportation, billing, collections, sales and CX teams.
• Proactively contact at-risk customers to retain business.
• Approve credits per policy and maintain CRM notes.
• Use CRM for lead follow-up, disposition, and forecasting.

Skills

Telesales

Education

Bachelor's Degree in sales or marketing

Tools

CRM software

Job description

Job Summary

Under manager supervision, this position is responsible for retaining customers that are 'at risk', have been identified as potential lost business, or have requested cancellation of service with WMHS. This position supports cancellation/downgrade requests for individual accounts, "group" accounts or multi location customers that are part of our WMHS business. Team members will attempt to determine customers' needs/requirements and negotiate an appropriate resolution by right sizing, re-pricing, and/or resolving service quality issues. Team Members will resolve customer complaints and concerns through active listening, empathy, and professionalism. Team Members will demonstrate the ability to establish and maintain effective relationships with customers.

Essential Duties and Responsibilities

• Re-negotiate contracts in an effort to retain customer business, when necessary. Mediate customer’s requests while still maintaining a profitable level of revenue and leveraging higher level service programs.
• Utilize ‘Value Based Sales Skills’ to uncover client’s existing service issues and needs, explain contract obligations if any (i.e. liquidated damages), provide alternatives for consideration (i.e. fewer pick-ups, alternative pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.
• Manage cases assigned to you within prescribed service level expectations and utilize effective sales skills to attain a minimum 100% of assigned revenue.
• Work with cross functional team members including transportation, billing, collections, sales, and customer experience departments to assist in providing satisfactory solutions from the customer perspective in order to retain business.
• Proactively contact customers who have been identified as “at risk” for cancelling services using approved sales tactics and strategies to retain potential lost business.
• Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilizing the tools and technology provided.
• Effectively utilize technology based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking. Keep comprehensive and accurate notes in the system.
• Perform other duties and responsibilities, as assigned.

Qualifications - Must live and work in the U.S.

Required Qualifications: 2 years of telesales experience, or the equivalent in related work experience, demonstrating the ability to manage and develop existing and prospective accounts.

Preferred Qualifications: Bachelor's Degree in sales or marketing.

Physical Requirements

Combination: This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay

Pay: The expected base pay range for this hybrid position is $22.26 -$25.92. 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 matching on a 401(k)
• paid vacation
• holidays
• personal days

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

About Us

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.

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.

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.