Quick Snapshot
For this role, we are looking for proven sales management / supervisory experience. The right candidate will have previous experience supervising a team of inside representatives who are retaining small and medium sized business customers. The candidate can expect to work in the office most of the time (near 100%). The office location for this position is: 499 South Gloster, Ste B2 – Tupelo, MS 38801 and all candidates should be able to commute to this location.
I. Job Summary Supervises the Florida Retention Desk. The Retention Desk consists of 11 Account Associates that take inbound cancellation request call activity. Manage the Florida Area's account retention program and assign retention responsibility to the appropriate Account Associate.
II. Essential Duties and Responsibilities
Work with Florida leadership to establish and or refine cancellation processes, including Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Area’s, Tracking and reporting procedures, etc.
Establish and or refine Coaching and Training Protocol using RESPOND training as basis, including Daily, Weekly, and Monthly training regiments for individual representatives and the team; coaching should consist of desk‑side activity as well as remote listening and performance measurement.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generate revenue by retaining existing customers and executing the Area’s Sales & Marketing Plan to achieve revenue goals by sales channel, ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
Maintain and reinforce the corporate sales strategy and design with the Retention Team.
Handle any escalated customer calls, including those requesting to speak with a Supervisor or other customer call.
Establish and maintain a high level of customer satisfaction on all transactions with existing customers; communicate with and work with the Inside Sales Manager to help resolve unique customer issues/concerns.
Supervise activities of the Account Associate retention department; ensure team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation, and productivity, along with other possible metrics defined by the position of an Account Associate.
Forecast and recruit qualified candidates for available and/or upgraded retention positions.
Maintain an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
Establish and maintain an ongoing proactive account retention program, which includes meeting customer retention goals.
Work with the Inside Sales Manager to communicate and effectively manage the Florida Area’s price increase strategies, including meeting price increase goals.
Effectively maintain and ensure the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.) and ensure that the entire Account Associate Team is well trained in the use of these tools.
Analyze lost business trends and recommend corrective actions.
Provide industry knowledge and interpretation of regulations to customers.
Participate in and take ownership of municipal account retention when and if required.
Regularly meet with customer executives to ensure client needs are met and expectations exceeded.
III. Qualifications Required Qualifications
Bachelor's Degree in Sales/Marketing, Business Administration or similar area of study
5 years in Sales/Marketing, Business Administration or similar area
Preferred Qualifications
Internal applicants should have demonstrated leadership qualities on their current team in order to be considered.
IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
V. 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.
If this sounds like the opportunity that you have been looking for, please click Apply.
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For this role, we are looking for proven sales management / supervisory experience. The right candidate will have previous experience supervising a team of inside representatives who are retaining small and medium sized business customers. The candidate can expect to work in the office most of the time (near 100%). The office location for this position is: 499 South Gloster, Ste B2 – Tupelo, MS 38801 and all candidates should be able to commute to this location.
I. Job Summary Supervises the Florida Retention Desk. The Retention Desk consists of 11 Account Associates that take inbound cancellation request call activity. Manage the Florida Area's account retention program and assign retention responsibility to the appropriate Account Associate.
II. Essential Duties and Responsibilities
Work with Florida leadership to establish and or refine cancellation processes, including Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Area’s, Tracking and reporting procedures, etc.
Establish and or refine Coaching and Training Protocol using RESPOND training as basis, including Daily, Weekly, and Monthly training regiments for individual representatives and the team; coaching should consist of desk‑side activity as well as remote listening and performance measurement.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generate revenue by retaining existing customers and executing the Area’s Sales & Marketing Plan to achieve revenue goals by sales channel, ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
Maintain and reinforce the corporate sales strategy and design with the Retention Team.
Handle any escalated customer calls, including those requesting to speak with a Supervisor or other customer call.
Establish and maintain a high level of customer satisfaction on all transactions with existing customers; communicate with and work with the Inside Sales Manager to help resolve unique customer issues/concerns.
Supervise activities of the Account Associate retention department; ensure team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation, and productivity, along with other possible metrics defined by the position of an Account Associate.
Forecast and recruit qualified candidates for available and/or upgraded retention positions.
Maintain an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
Establish and maintain an ongoing proactive account retention program, which includes meeting customer retention goals.
Work with the Inside Sales Manager to communicate and effectively manage the Florida Area’s price increase strategies, including meeting price increase goals.
Effectively maintain and ensure the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.) and ensure that the entire Account Associate Team is well trained in the use of these tools.
Analyze lost business trends and recommend corrective actions.
Provide industry knowledge and interpretation of regulations to customers.
Participate in and take ownership of municipal account retention when and if required.
Regularly meet with customer executives to ensure client needs are met and expectations exceeded.
III. Qualifications Required Qualifications
Bachelor's Degree in Sales/Marketing, Business Administration or similar area of study
5 years in Sales/Marketing, Business Administration or similar area
Preferred Qualifications
Internal applicants should have demonstrated leadership qualities on their current team in order to be considered.
IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
V. 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.
If this sounds like the opportunity that you have been looking for, please click Apply.
#J-18808-Ljbffr