Supervisor, Inside Retention - South Atlantic

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 every day (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 South Atlantic Area Retention Desk. The Retention Desk consists of 18 Account Associates that take inbound cancellation request call activity. Manage the South Atlantic Area''s account retention program and assign retention responsibility to the appropriate Account Associate.

II. Essential Duties and Responsibilities

• Work with South Atlantic leadership to establish and or refine cancellation processes. These processes would include: 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. This would include: Daily, Weekly, and Monthly training regiments for individual representatives as well as 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.
• Generates 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.
• Maintains and reinforces the corporate sales strategy and design with the Retention Team.
• Handle any escalated customer calls. These calls may include when a customer requests to speak with a Supervisor or with any other customer call.
• Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Inside Sales Manager to help resolve unique customer issues/concerns.
• Supervises activities of the Account Associate retention department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of an Account Associate.
• Forecasts and recruits qualified candidates for available and/or upgraded retention positions.
• Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
• Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
• Works with the Inside Sales Manager to communicate and effectively manage the South Atlantic Area's price increase strategies including meeting price increase goals.
• Effectively maintains and ensures the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Account Associate Team is well trained in the use of these tools.
• Analyze lost business trends and recommends corrective actions.
• Provides industry knowledge and interpretation of regulations to customers.
• Participates in and takes ownership of municipal account retention when and if required.
• Regularly meets with customer executives to ensure client needs are met and expectations exceeded.

III. Qualifications

A. Required Qualifications

• Bachelor''s Degree Sales/Marketing, Business Administration or similar area of study
• 5 years in Sales/Marketing, Business Administration or similar area

B. 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.

ABOUT WM

WM (WM.com) is North America''s leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.