Inside Sales Retention Representative

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Inside Sales Retention Representative is responsible for retaining and growing existing customer accounts through proactive customer outreach, effective negotiation, and account management. This position manages save opportunities, renewals, pricing and service changes, and customer issues while balancing customer needs with revenue and margin objectives.

Responsibilities of Position:

• Manage inbound and outbound retention opportunities, including cancellation requests and at-risk accounts
• Proactively contact existing customers to identify retention and revenue growth opportunities
• Negotiate pricing and service changes while protecting revenue and margin
• Manage account increases, decreases, renewals, and other changes for assigned existing accounts
• Resolve pricing, service, PI, and other customer issues promptly and professionally
• Process qualifying renewals and 1085s in accordance with company pricing and margin requirements
• Handle escalated accounts and customer retention opportunities as assigned
• Analyze account history, pricing, service levels, and profitability to develop appropriate retention solutions
• Accurately document all customer interactions, saves, renewals, and account activity in CRM
• Monitor customer losses and retention performance against established goals
• Meet established retention, revenue, margin, productivity, and customer service expectations
• Collaborate with Sales, Operations, and Customer Service to resolve issues and support customer retention
• Maintain assigned schedules and department service-level expectations
• Perform other duties as assigned

Supervisory Responsibility:

• This position will not manage employees

Skills & Abilities Needed for Position:

• Self-motivated and results-oriented with the ability to work independently while contributing to team objectives
• Proficiency with CRM systems and the ability to accurately document customer interactions and account activity
• Ability to learn and effectively use company systems, processes, pricing tools, and sales resources
• Strong negotiation, objection-handling, problem-solving, and de-escalation skills
• Ability to analyze customer account history, pricing, service levels, and profitability to develop effective retention strategies
• Ability to understand and calculate pricing, margins, volume, and service configurations
• Strong organizational skills with the ability to manage a high volume of customer interactions and competing priorities
• Strong verbal and written communication skills with the ability to communicate effectively with a wide range of customers

Experience & Knowledge Needed for Position:

• 2 years prior inside sales, account management, customer retention, or related sales experience strongly preferred or demonstrated success in an inbound sales or new business role

Physical Requirements in a Regular Workday:

• Rarely lifting/carrying a max of 10 lbs
• Continuously sitting
• Rarely standing/walking

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required
• Legally eligible to work in the United States
• Valid driver's license (if applicable)
• Must successfully complete pre-employment testing
• Must be able to read and speak the English language

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.