Retention Specialist Sales

Stericycle Inc; Arlington Heights (IL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated customer retention specialist to join their team. In this role, you will engage with customers identified as 'at risk' and utilize your negotiation skills to retain their business. Your responsibilities will include resolving service issues, managing accounts, and collaborating with cross-functional teams to ensure customer satisfaction. This is an excellent opportunity to make a significant impact in a supportive environment that values your contributions. If you have a passion for customer relations and sales, this position could be the perfect fit for you.

Benefits

Health Coverage

Flexible Spending Accounts

Life Insurance

Employee Assistance

Tuition Reimbursement

Paid Time Off

401(k)

Stock Purchase Plans

Qualifications

• Bachelor's degree in sales or marketing preferred.
• At least two years of telesales or related experience.

Responsibilities

• Re-negotiate contracts to retain customer business.
• Proactively contact 'at risk' customers to prevent cancellations.
• Utilize CRM tools for lead follow-up and sales cycle management.

Skills

Value Based Sales Skills

Customer Relationship Management

Negotiation Skills

Active Listening

Empathy

Education

Bachelor's Degree in Sales or Marketing

Tools

CRM Tools

Job description

Work Location: Bannockburn, IL

Position Purpose:

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 Shred It. This role supports cancellation/downgrade requests for individual, group, or multi-location customers within our Shred It business. The team will determine customer needs and negotiate appropriate resolutions through right sizing, re-pricing, or resolving service quality issues. Responsibilities include resolving customer complaints through active listening, empathy, and professionalism, and establishing effective customer relationships.

Key Job Activities:

1. Re-negotiate contracts to retain customer business, maintaining profitable revenue levels.
2. Use 'Value Based Sales Skills' to identify service issues, explain contract terms, offer alternatives, and up-sell where appropriate.
3. Manage cases within service level expectations, aiming to meet or exceed 100% of assigned revenue.
4. Collaborate with cross-functional teams to provide satisfactory solutions and retain business.
5. Proactively contact 'at risk' customers to prevent cancellations using approved sales tactics.
6. Exercise discretion for credits and approvals per departmental policies, utilizing provided tools.
7. Utilize CRM tools for lead follow-up, sales cycle management, and tracking, maintaining accurate notes.
8. Perform additional duties as assigned.

Education:

Equivalent to Bachelor's Degree in sales or marketing preferred; or a related field with sales/marketing experience.

Experience (North America & LATAM):

At least two years of telesales or related experience managing accounts, with customer relations and leadership abilities.

Experience (EMEAA):

Details not specified in the provided description.

Certifications and/or Licenses:

Not specified.

Benefits:

Comprehensive benefits including health coverage, flexible spending accounts, life insurance, employee assistance, tuition reimbursement, paid time off, 401(k), and stock purchase plans. Eligibility varies by participation requirements.

Disclaimer:

This description summarizes the role and is not exhaustive. It does not constitute a contract. Stericycle may modify content as needed and will accommodate workplace restrictions per policies and laws.