Sales Specialist, Retention - Bannockburn, IL
Waste Management Inc., Bannockburn, IL, United States
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. The role supports cancellation/downgrade requests for individual accounts, group accounts, or multi‑location customers and seeks to determine customer needs, negotiate solutions, and resolve complaints through active listening, empathy, and professionalism. Team members establish and maintain effective relationships with customers while negotiating contract re‑pricing, right‑sizing, and service quality improvements.
II. Essential Duties And Responsibilities
Re‑negotiate contracts to retain customer business, ensuring profitability and higher‑level service.
Use Value‑Based Sales Skills to uncover service issues, explain contract obligations, provide alternatives, and sell the value of the recommended solution.
Manage assigned cases within service‑level expectations, achieving a minimum 100% of assigned revenue.
Collaborate with transportation, billing, collections, sales, and customer experience teams to deliver satisfactory solutions that retain business.
Proactively contact customers identified as at‑risk for cancelling services using approved sales tactics and strategies.
Exercise discretion for credits and approvals per departmental policies using provided tools.
Utilize the CRM system for lead follow‑up, sales cycle disposition, pipeline management, forecasting, and lost‑opportunity tracking. Keep comprehensive and accurate notes.
Perform other duties and responsibilities as assigned.
III. Qualifications Required Qualifications
Education equivalent to a Bachelor’s Degree in sales, marketing, or a related field, demonstrating knowledge of business processes and order‑entry systems.
Two or more years of telesales experience, or equivalent, proving ability to manage existing and prospective accounts.
Experience with customer relations and support, and demonstrated leadership abilities.
IV. Physical Requirements Listed below are key points regarding physical demands, occupational risks, and the work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. ☒ Combination: This job operates in a mix between an office environment and field environment, requiring use of standard office equipment such as computers, phones, copy machines, etc.
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 At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. Additional benefits include a Stock Purchase Plan, company match on 401(k), paid vacation, holidays, and personal days. Please note that benefits may vary by site.
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II. Essential Duties And Responsibilities
Re‑negotiate contracts to retain customer business, ensuring profitability and higher‑level service.
Use Value‑Based Sales Skills to uncover service issues, explain contract obligations, provide alternatives, and sell the value of the recommended solution.
Manage assigned cases within service‑level expectations, achieving a minimum 100% of assigned revenue.
Collaborate with transportation, billing, collections, sales, and customer experience teams to deliver satisfactory solutions that retain business.
Proactively contact customers identified as at‑risk for cancelling services using approved sales tactics and strategies.
Exercise discretion for credits and approvals per departmental policies using provided tools.
Utilize the CRM system for lead follow‑up, sales cycle disposition, pipeline management, forecasting, and lost‑opportunity tracking. Keep comprehensive and accurate notes.
Perform other duties and responsibilities as assigned.
III. Qualifications Required Qualifications
Education equivalent to a Bachelor’s Degree in sales, marketing, or a related field, demonstrating knowledge of business processes and order‑entry systems.
Two or more years of telesales experience, or equivalent, proving ability to manage existing and prospective accounts.
Experience with customer relations and support, and demonstrated leadership abilities.
IV. Physical Requirements Listed below are key points regarding physical demands, occupational risks, and the work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. ☒ Combination: This job operates in a mix between an office environment and field environment, requiring use of standard office equipment such as computers, phones, copy machines, etc.
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 At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. Additional benefits include a Stock Purchase Plan, company match on 401(k), paid vacation, holidays, and personal days. Please note that benefits may vary by site.
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