Retention Specialist Sales

Stericycle Inc; Schaumburg (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 dynamic team. In this role, you will be pivotal in retaining customers who are at risk of cancellation, employing your negotiation skills to find tailored solutions. Collaborating with various departments, you'll ensure customer satisfaction while managing service quality issues. This position offers a comprehensive benefits package, including health care, tuition reimbursement, and a 401(k) plan. If you are passionate about customer relationships and thrive in a supportive environment, this is the perfect opportunity for you.

Benefits

Health Care

Flexible Spending Accounts

Insurance

Employee Assistance

Tuition Reimbursement

Paid Time Off

401(k)

Stock Purchase Plans

Qualifications

• Preferred Bachelor's Degree in sales or marketing or related field.
• At least two years of telesales or related experience managing accounts.

Responsibilities

• Negotiate contracts to retain customer business and balance profitability.
• Proactively contact 'at risk' customers to prevent cancellations.

Skills

Customer Relationship Management

Negotiation Skills

Sales Skills

Active Listening

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 accounts, 'group' accounts, or multi-location customers within our Shred It business. Team members will identify customer needs and negotiate appropriate solutions by right sizing, re-pricing, and resolving service quality issues. They will handle customer complaints through active listening, empathy, and professionalism, establishing and maintaining effective relationships with customers.

Key Job Activities:

1. Re-negotiate contracts to retain customer business, balancing profitability and service value.
2. Use 'Value Based Sales Skills' to identify service issues, explain contract obligations, and propose alternatives to retain or up-sell revenue.
3. Manage cases within service level expectations, aiming for at least 100% of assigned revenue.
4. Collaborate with transportation, billing, collections, sales, and customer experience teams to provide satisfactory solutions.
5. Proactively contact 'at risk' customers using approved sales tactics to prevent cancellations.
6. Exercise discretion for credits and approvals according to policies, utilizing provided tools.
7. Utilize CRM tools for lead follow-up, sales tracking, pipeline management, and note-keeping.
8. Perform other duties as assigned.

Education:

Equivalent to Bachelor's Degree in sales or marketing preferred, or 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 skills.

Experience (EMEAA):

Details not specified.

Certifications and/or Licenses:

Not specified.

Benefits:

Stericycle offers a comprehensive benefits package including health care, flexible spending accounts, insurance, employee assistance, tuition reimbursement, paid time off, 401(k), and stock purchase plans, with certain eligibility requirements.

Disclaimer:

This description provides a summary of the role and is not exhaustive. It does not constitute a contract. Stericycle may modify this content as needed, with or without notice, and accommodates requests for workplace accommodations in accordance with policies and laws.