Inbound Call/IAccount Manager – Hampton

I. Job Summary-
Under general supervision, is responsible for achieving budgeted closing and productivity goals by utilizing sound telephone-based selling approaches while retaining and growing the service provided to current customers: develops and implements sound retention strategies, utilizing strong negotiation efforts to preserve business, and secures contract agreements from previously non-contracted customers.

II. Essential Duties and Responsibilities include the following- to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
·Consistently meets or exceeds weekly and monthly sales activity goals by utilizing sound telephone based selling approaches
·Closes prospective customers using working knowledge of Waste Management services.
·Identifies opportunities to up-sell and cross-sell existing customers by directing leads for larger and more complex accounts to appropriate inside and outside sales representatives for follow-up
·“Saves, secures, and converts” by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone based negotiation practices
·Resolves escalations for customer service within the defined territory
·Generates revenue growth by utilizing a consultative selling approach in the retention of current Waste Management customers
·Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals. Communicates to and works with the Retention Manager to resolve unique customer issues
·Reduces lost accounts by diffusing cancellation requests. Meets or exceeds sales call activity goals for proactive account retention
·Increases revenue and profitability by executing sound plans on retention calls to improve the customers’ service and/or profitability while minimizing price rollbacks
·Matches Waste Management services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate
·Effectively uses Waste Management sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc), to maintain accurate customer profile records
·Acquires in-depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options
·Proposes customer solutions that are compliant with appropriate local, state and federal regulations
·Updates and secures customer service agreements
·Ensures that customers have current, signed, written agreements on file and the appropriate service agreement information is entered into MAS

III. Supervisory Responsibilities-
This job has no supervisory duties

IV. Qualifications-The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience
Required: High school diploma or GED equivalent plus 1-year probing customers needs through relationship building via the telephone. Internal requirements include 9-months proven success with a customer service focused Waste Management role.

Preferred: 2 years of college coursework plus 2-year non-consumer based industrial sales, commercial sales, or service industry environment that includes: successfully converting customer cancellation requests in order to maintain revenue levels, and/or complex negotiations resulting in signed customer contracts.

This is an office-based position. This position is eligible to participate in sales compensation and recognition programs upon successful completion of sales orientation and/or training prerequisites and district management approval.

B. Certificates, Licenses, Registrations or Other Requirements
None required.

C. Other Knowledge, Skills or Abilities Required
Previous sales, call center and/or customer service experience may be required.

General Competencies include the ability to:
Build Relationships
Collaborate Actively
Communicate With Impact
Demonstrate Professionalism
Initiate Action
Produce Results
Focus on Customers
Focus on Quality/Details
Know the Business
Influence and Negotiate
Leverage Diversity
Manage Work / Time
Use Ethical Practices
Organizational skills
Proficient with computer and software applications
Make Sound Decisions
Think Strategically

Apply Here