I.

Job Summary:

Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Residential Subscription Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. Support immediate supervisor or manager by performing additional duties associated with supporting, training and coaching others within the group and helping coordinate the flow of work to meet department objectives.

II.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• 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.
• Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals.
• Reduces lost accounts by diffusing cancellation requests and handles escalated customer calls.
• Retains revenue and profitability by executing sound plans on retention calls to improve the customers' service and/or profitability while minimizing price rollbacks.
• Matches WM 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 WM sales productivity software tools and systems (i.e. MAS, save matrix, etc.).
• Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
• Updates and secures customer service agreements.
• Coaches and trains Residential Save Specialists in the group to help them and the group meet defined objectives. Helps identify development opportunities for individuals in the group and ensures adherence to the RESPOND methodology. Documents individual performance in the Sales Coaching Log.
• Monitors the retention queue to ensure agent availability and wrap time.
• Trains all members of the department on the use digital tools such as MAS, residential save matrix and others as required.
• Other duties as assigned.

III.

Supervisory Responsibilities:

This job has no direct supervisory duties.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A.

Education and Experience:

• Education: High school diploma or GED (accredited).
• Experience: One year of experience in account retention/management (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

General Competencies Include:

• Build Relationships
• Communicate With Impact
• Demonstrate Professionalism
• Make Sound Decisions
• Excellent organizational and problem solving skills
• Think Strategically
• Proficient with Computer and Software Applications
• Navigation of computer applications while managing live calls with customers.
• Produce Results
• Know the Business
• Influence and Negotiate
• Manage Work/Time
• Use Ethical Practices

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: remote setting.

The expected pay for this position across the U.S. is $21.15 - $26.44. 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.

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.

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